July-August 2014
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Dubai on Track Tourism Vision 2020 coming to a hotel near you!
IT&CM India 2014 Noise issues – Problem solved by Jbn Sound Ceiling
BAAN LAKSASUBHA RESORT HUA HIN, THAILAND
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Gowth of Hotel Industry in Stiff Competition due to Healthy Tourist Demand
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Vol.1 No. 4 | July-August 2014 | New Delhi, India
ANNUAL SUBSCRIPTION: US$100 They say the first bite is taken with the eye, and here’s an appetizer of what’s in store. Hotels & Culinary Asia (HCA) is a B2B magazine for the ever-growing Hotel, Food, Travel and Lifestyle Industries. HCA, through print and online magazine is real time information network that connects you with latest information of the above industries, at the forefront of all the action and as the key media partner to the major industry events around the world, you can trust HCA to serve you with what you need. A quick glance through our pages will lead you into the world of the now in-demand technologies, services and events and much more. Our aim is to update you with the most happenings in the world of hotel, food, travel and lifestyle industries. Dive in, read, explore through our pages and we shall serve you to the best of our abilities and honour our commitment towards excellence.
I n T h e P a g e s 6 World News! 11 BAAN LAKSASUBHA RESORT HUA HIN, THAILAND 16 Bitcoin payments: coming to a hotel near you! 18 Dubai on track to double visitors with Tourism Vision 2020 20 An Introduction to Statistical Modeling for Hotels 23 Noise issues – Problem solved by Jbn Sound Ceiling 32 Five lessons from economy hotels 38 A Survey Of How Early Career Business Travellers Select Their Hotels 40 Hilton Revolutionizes Hotel Experience 44 ITE & MICE Hong Kong 2014 46 IHG Set to Expand in UAE 48 IT&CM India 2014 51 Hilton Hua Hin – Paradise on Earth!
he hotel industry in Singapore should continue to enjoy healthy demand despite rising room rates and strong competition, as the Republic’s existing and coming attractions are set to draw more regional tourists. In the first quarter of this year, Singapore’s international visitor arrivals held steady at about 3.9 million, which helped lift gazetted hotel-room revenue by 12 per cent on-year to S$800 million during the period, said the latest Singapore Tourism Board (STB) quarterly report released last week. That trend is set to continue, with visitor numbers likely to still be ticking higher, which should see demand for hotel rooms rise, said Euromonitor’sresearch analyst Cassandra Tan. “Tourist arrivals are predicted to grow at a compound annual growth rate of 4 per cent, driven by the wide array of events, including sporting events at the new Sports Hub and other coming attractions, such as the Singapore Pinacotheque de Paris opening in 2015,” added Ms Tan. “Not forgetting, the abundance of low-cost carriers in the Asia-Pacific also supports the frequency of visits, especially for short-haul trips.” Against this backdrop, major operators have enjoyed stronger earnings in the corresponding period, with Resorts World Sentosa recording on-year growth of 6 per cent in revenue from its attractions and hotels in the first quarter of the year, said a company spokesperson. As per STB’s director for hotels, Ms Heng Li Lang, the industry will continue to grow on the back of healthy tourist demand, . “With Singapore’s transformation and tourism growth over the past decade, demand for hotel rooms has risen and more hotels are being built. An estimated 12,700 upcoming rooms are expected from now till 2018.” However, tourists arriving in Singapore are also facing increasingly high hotel room rates, which averaged about S$261 in the first quarter after rising 2.7 per cent on-year. The increase was the strongest in the luxury hotel segment, with a 9.5 per cent increase to an average rate of S$467. “The scenario is primarily caused by the opening of new hotels in prime locations fetching higher-than-averagerates. Over the past five years, we have witnessed the opening of hotels in the Central Business District and Sentosa targeting the upscale and luxury market,” said Ms Tan. “These include, for instance, CapellaSingapore in 2009, the Fullerton Bay Hotel in 2010, W Singapore in 2012 and the Westin Singapore last year. This could in turn lead to implications such as tourists shifting away from the luxury hotels to mid-tier options, as well as lower expenditure in other segments such as shopping, dining and entertainment.” Reflecting that sentiment, STB’s first-quarter figures showed a 1 per cent on-year decline in tourism receipts for food and beverage, as well as a 6 per cent dip in receipts for shopping. “We are mindful that rising costs can affect tourism spending and future growth,” said Ms Heng. “Hence, it’s imperative that we continue to work towards quality tourism, a yield-driven development that emphasises strong economic contribution, development of attractive tourism experiences, targeted marketing strategies, improvement of industry competitiveness and engagement with the local populace.”
EDITORIAL: Reny, Sarvjit, Vishwapreet & Amrita (India), Anna (Sweden), Mike (UK), Liza (Singapore), Upi (Indonesia), Ying & Adrian (China), Arvi (Australia). Columnist: Doug Kennedy Public Relations Director: Winnie. Advisor: Rajiv Sanghavi. Design, Art & Web Development: Diamond Infomedia. Publisher: Milinia Inc. Founded by: Late Mr N.S. Kanwar. B-2-B Group Publications: PRINTING REVIEW, Medical Device ASIA, autoASIA, Plastics & Rubber Review, Electronics & Electrical ASIA, Beauty & Fashion World. Contacts: To advertise: advertise@ hotelsandculinaryasia.com, to submit a press release: editorial@hotelsandculinaryasia.com, to subscribe: subscribe@hotelsandculinaryasia.com. Published, printed, & owned by Vishwapreet Kaur on behalf of Milinia Inc. at , D-182, PR House, Anand Vihar, 110092, New Delhi, India and printed by her at Technical Press, D-182/C, Anand Vihar, 110092, New Delhi, India. Views expressed in this magazine are of the contributors, authors and companies and not necessarily of the publisher and/or editors’ and they do not take any responsibility for the errors and/or accuracy of the information published in this publication. No part or design of this magazine can be reproduced without prior permission of the publisher, who reserves the right to use the information published in this magazine in any manner whatsoever.
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Next five years sees Saudi’s hospitality market valued at $93bn The Hotel Show Saudi 2014 anticipates business growth across core industry sectors
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ccommodation and tourist attractions will drive the hospitality market in Saudi Arabia over the coming five years. Travel accommodation will grow most significantly from now until 2017; with increased project spend of 24 percent over that time. The tourist attraction market follows closely behind, set to grow 23 percent within the same period.[1] With such opportunity, companies from across the region are looking for ways of getting closer to the market. Christine Davidson, event director for The Hotel Show Saudi 2014, has seen increasing diversification from companies looking to capitalise on sector growth, she said: “The hospitality sector in Saudi Arabia has significant potential, at present and for the foreseeable future. “We see companies looking for a platform where they can find out more about the latest products and services available to them in order to drive this growth forward. The Hotel Show Saudi brings global products and brands to a local audience, providing a unique opportunity for business and information mining.” Other core sectors expected to present opportunities in the Kingdom include travel retail and transportation, anticipated to see 22 and 21 percent growth respectively 2014 - 2017. Both Riyadh and Jeddah are currently in the top 10 cities for new hotel projects in the Middle East[2], representing 60 percent of the total number of projects in the Kingdom. This year’s edition will also include the participation of Samsung Electronics, which will showcase its full suite of hospitality products designed to enhance the hotel experience. “Saudi Arabia is an exciting market, and offers significant growth potential across all facets of its hospitality sector,” said Mr. JaeCheon Park, general manager, Samsung Electronics, Saudi Arabia. “We are very pleased to feature our innovative hospitality solutions, which can significantly enhance guests’ stay. At The Hotel Show Saudi, we will offer visitors a chance to experience Samsung’s full range of hospitality products, from stunning visual display technology and smooth, cloud-based operations systems that elevate industry standards and usher in the future of the sector.” The Hotel Show Saudi Arabia, took place at Jeddah Centre for Forums & Events from 22-24 April, whish was supported by the Jeddah Chamber of Commerce and Industry, the Saudi Commission for Tourism and Antiquities and MICE. Knowledge Partners include Euromonitor International, Ventures Middle East and Top Hotel Projects. [1] Research from Euromonitor, commissioned by The Hotel Show Saudi 2014 [2] Research from Top Hotel Projects, knowledge partner for The Hotel Show Saudi 2014 4 | July-August 2014 | Hotels & Culinary ASIA
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Starwood expands in China with the opening of Four Points by Sheraton Hefei, Shushan
New Hilton for Saaidyat Island, Abu Dhabi Hilton Worldwide is set to strengthen its presence in the UAE following the signing of a management agreement with long standing associates, Bin Otaiba Investment Group, to introduce a new Hilton Hotels & Resorts hotel to Abu Dhabi’s Saadiyat Island. The 366-room new-build Hilton Abu Dhabi Saadiyat Island Resort will enjoy a prime location at Saadiyat Beach, one of seven distinct districts making up Saadiyat Island, a planned 27-km island development off the coast of the UAE capital, dedicated to fine living, culture and nature conservation. The hotel is due to open end of 2015.
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tarwood Hotels & Resorts Worldwide in partnership with Greenland Group announced the debut of Four Points by Sheraton Hefei, Shushan - the first Four Points hotel to open in the capital of Anhui Province. Starwood Hotels’ Four Points brand currently has 22 hotels across Greater China and expects to double its portfolio in this market by 2018.
property, and fresh coffee in the lobby, in addition to a range of cuisine at its three restaurants and offers 12 private dining rooms, with the largest one accommodating up to 20 guests. At the end of a day of sightseeing or business meetings, guests can choose from a wide selection of local and imported craft beers in the Lounge, as part of the brand’s signature Best Brews program.
The new hotel is located within the city’s new political, economic, commercial and cultural center Hefei New Municipal and Cultural District. The hotel overlooks Swan Lake and is convenient to office buildings, shopping malls, restaurants, and entertainment, as well as Hefei Municipal Government offices, Hefei Olympic Sports Center, Hefei Grand Theater and Anhui Broadcast and Television Center. Guests are just 14 miles from the heart of downtown, five miles from the Hefei high-speed Rail Station, and one hour by highspeed train to Nanjing. The hotel features 271 sophisticated guest rooms and suites, and perks such as complimentary bottled water, fast and free WiFi throughout the
Four Points offers 17,599 square feet of flexible meeting and banquet space for up to 1,000 people. In addition, the hotel provides on-site catering services and has implemented Starwood’s Sustainable Meetings Practices to minimize environmental impact. Additional facilities include a spa, fitness center, indoor heated swimming pool and gaming room. Four Points by Sheraton Hefei, Shushan is the first Four Points hotel to open in China in 2014 and will be followed by six more over the next 12 months. Four Points boasts Starwood’s second largest development pipeline in China, following Sheraton, which has laid the groundwork for Four Points’ rapid growth across the region.
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Guests can enjoy a wealth of dining and leisure options including nine different restaurants and bars, a wide range of event and meeting facilities, a health club, an outdoor pool and an eforea: Spa at Hilton, Hilton Worldwide’s exclusive spa brand designed to blend distinctive holistic treatments with specialist products sourced from natural resources.
Swiss-Belhotel expands in Malaysia with new property in Kuantan Global hospitality management company Swiss-Belhotel International has added another property to its burgeoning portfolio after signing a memorandum of understanding to manage Swiss-Belhotel Kuantan, Malaysia. The 334-room property will be part of a mixed waterfront development that will include retail shopping, a commercial district and a business park. The hotel’s facilities will include restaurants, a ballroom and meeting facilities, a business centre, swimming pool and water park, sky deck and lounge, plus gym, spa and Jacuzzi. News of the four-star property’s conception follows a spate of recent hotel and resort launch announcements from the Hong Kong based company, which is expanding throughout the Asia-Pacific and Middle East while eyeing other parts of the world. The hotel management company will extend its range of two- to five-star brands into markets that include the Middle East, where the Swiss-Belhotel Seef in Bahrain, Swiss-Belinn Ghubrah Muscat in Oman will be opened this year and join the existing Swiss-Belhotel Plaza in Kuwait and Qatar’s Swiss-Belhotel Doha. In 2015, Swiss-Belhotel Erbil in Iraq and Saudi Arabia’s Swiss-Belhotel Riyadh will open. Indonesia is the country where Swiss-Belhotel International has the biggest presence. It operates 39 hotels there, with 15 more coming in 2014 including a 5-star hotel - Ciputra World Surabaya. The company’s Indonesian portfolio will contain 97 hotels and resorts within two years, where Swiss-Belhotel International has been voted Indonesia’s Leading Global Hotel Chain at the Indonesian Travel and Tourism Awards the past four years.
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Alya Hotels & Resorts to open a second property in Al Ain
New Hampton Inn & Suites Hotel opens in Harvey, Louisiana
Ayla Hotels and Resorts has announced its second hotel in Al Ain will open next month (June). The Ayla Bawadi Hotel, a four-star property, will have 90 rooms and suites and target both business and leisure travelers in Abu Dhabi’s second city. Speaking at Arabian Travel Market, Mohamed Soussan, General Manager of Ayla Hotels and Resorts said the main focus of the group would be to increase awareness of Al Ain as a destination and Ayla as a brand. “To attract more visitors to our Green Oasis, the Ayla Bawadi Hotel has been carefully designed to reflect the local tradition in modern style,” he said. “Together with the camel market, Central Souq and Bawadi Mall, Ayla Bawadi Hotel will complement this bustling spot with its accommodation, dining facilities, rooftop swimming pool and meeting rooms. Conveniently located next to the luxurious Bawadi Mall, the alcohol-free hotel features three food and beverage outlets, Pulse Health Club and two meeting rooms.
Fibra Inn buys Hotel Mexico Plaza Silao to convert to Wyndham Garden
Fibra Inn, a Mexican real estate investment trust specializing in the hotel industry serving the business traveler, announced the acquisition of Hotel Mexico Plaza Silao, in the state of Guanajuato, which will be the fourth hotel to be converted to Wyndham Garden. The acquisition price, was Ps. 80 million, plus Ps. 11.2 million in order to pay taxes and expenses related to the acquisition. Fibra Inn’s internal committees approved the purchase of this property, at a projected cap rate of 10%. The acquisition was paid with a second temporary credit line contracted with Banorte, which is expected to be refinanced once the Company formalizes the contract, currently under negotiation. This is a temporary credit line of Ps. 500 million, at a TIIE rate of 2.5 points, for 180 days and without commission. The conversion to the Wyndham Garden Brand is expected to conclude by the last quarter of 2014. This property has 143 rooms, will operate under the limited service segment; and will be supervised by Fibra Inn under a sub-management structure with the current Hotel Operator. During 2013, occupancy was 31%, with and average daily rate of Ps. 586.2 and RevPar of Ps. 181.7. With this acquisition, Fibra Inn has 23 hotels in its portfolio, plus three under development, with a total of 4,644 rooms, of which 3,746 are currently in operation. 8 | July-August 2014 | Hotels & Culinary ASIA
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ampton Hotels, has opened its newest property, the 83-room Hampton Inn & Suites Harvey, located at 1651 5th Street in Harvey, La. The hotel is owned by Harvey Hotel Investments, LLC and managed by BN Management. This is the 20th Hampton hotel in the state. The hotel is located just 10 minutes away from the French Quarter of New Orleans, where visitors can enjoy restaurants, museums, galleries and a world-renowned live music scene. Additionally, business travelers will appreciate the hotel’s close proximity to the Louis Armstrong International Airport, less than 30 minutes away via Interstate 10. Guest rooms are equipped with modern amenities designed to help guests feel at home and stay productive, including a microwave, refrigerator, 42-inch LED TV and Clean and Fresh Hampton Bed. Inviting suites are also available, offering additional space and a comfortable sleeper sofa. The new hotel also features Hampton’s Perfect Mix Lobby, designed with a variety of seating and lighting options for both leisure and business travelers as an extension of the guestroom. Hampton Hotels fosters a unique culture of hospitality - called “Hamptonality.” This term describes each hotel’s approach to friendly customer service, anticipating guests’ needs and providing travelers with helpful suggestions about area attractions, historical facts and fun things do around town. Additionally, hotels are infused with local photography and art work, highlighting each property’s connection and support to its own community.
Hyatt Place Dubai/Al Rigga celebrates official opening
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yatt Hotels Corporation and wasl Hospitality, a subsidiary of wasl Asset Management, have announced the opening of Hyatt Place Dubai/Al Rigga, the first Hyatt Place hotel in the Middle East and the fourth Hyatt-branded hotel in Dubai. The opening of the 210-room hotel marks a milestone for the Hyatt Place brand as it continues to expand outside the United States. Hyatt Place hotels have recently opened in Puerto Rico, Costa Rica, India, Mexico, Armenia, and The Netherlands, as well as throughout the United States. Hyatt Place Dubai/Al Rigga offers: • 210 roomy rooms, all of which feature a swiveling 42-inch HDTV, plush Hyatt Grand Bed and Cozy Corner with sectional sofa-sleeper • Free Wi-Fi everywhere • Free Gallery Kitchen Breakfast for guests served daily, featuring hot breakfast items, a variety of fresh fruits, hot and cold cereal, yogurt, breads, premium coffee and an assortment of juices • More than 2,500 square feet of flexible, high-tech meeting/function space • 24/7 Gallery Menu serving made-to-order entrees and apps around the clock • A Coffee to Cocktails Bar featuring specialty coffees, premium house beverages and cocktails • A Gallery Café featuring sit-down dining for lunch and dinner hours
Hyatt Place Dubai/Al Rigga is part of a mixed use development established by wasl properties, making it the latest addition to wasl’s portfolio of hotels. The project is in line with the United Arab Emirates’ new government directives/policies to develop mid-range hotels in an effort to diversify Dubai’s hospitality and tourism offering. v 10 | July-August 2014 | Hotels & Culinary ASIA
BAAN LAKSASUBHA RESORT HUA HIN, THAILAND
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aan Laksasubha Resort stands today on a foundation of prime Beachfront Lands discovered by HRH Prince Nares who established the first Royal Residence & Bungalows known at that time as Sansamran - Sukaves in the early 1900’s and to differentiate from the then known fishing village Laem Hin to new resort desitnation for Royal Households and Nobility. Prince Nares renamed these lands south of the southern tip of the rocky cape as Hua Hin as it is known today. These same lands that Bann Laksasubha Resort occupies today has been handed down through the family generations to the Great Granddaughter and current owner M.L. Laksasubha Kridakon. In 1994, M.L. Laksasubha Kridakon built her family holiday home on these lands, then 15 years latershe decided to express her worldly travels, REsort design ideas, diplomatic service standards and importantly share the beauty of this unique beachfront land location, her home and heritage. Then on a beautiful December Morning in 2007, Bann Laksasubha Resort was
landscaped grounds and best white sand swimming beach in this prime location. Baan Laksasubha Resort offers you a private setting with the choice of 5 spacious room types from 2 & 3 bedroom Garden & Veranda villas and studio apartments, with a family pool and one horizon pool on the sands edge. One can enjoy great food all day or night in alfresco style or air conditioned comfort at Oceanfront Restaurant or enjoy a cold beverage of your choice from the Beachfront L Bar, Pool Bar or Front Cafe. If you are looking for a private Resort feeling where all your needs are at your fingertips, Bann laksasubha Resort is well worth to stay. The Resort look forward to welcome you!
created and opened its doors for a new generation to enjoy thes hidden oasis in the centre of Hua Hin. Resort & Location Come and enjoy a unique Royal Resort Experience at Thailand’s first Resort destination, Hua Hin. At the centre of this Royal seaside town is Baan Laksasubha Resort and without any question is the best Beachfront Resort central Location to all amenities like the night markets, a great choice of restaurants all within walking distance. However, even being in such a central position, as our guest you won’t forego the feeling of being in a private oasis of lush Hotels
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Below are some great facilities of the Resort : • 24 hours Guest Service & Information Desk • 24 hours Security Guards •Restaurants & Bars •Beach Restaurant for Banquets • Room Service from 7 a.m. to 9 p.m.• Conference facilities • Wi-fi in all rooms •In Room Thai Traditional Massage Service •2 Swimming Pools • Pool Bar •Kids Swimming Pool •Kids Play Area •Tour Desk & Golf Services •Car Parking • Laundry & Dry Clearning Service •Baby Sitting Service •Limousine / Taxi Service •Concierge •Coffee Shop •Priave Beach Cornder with Sun Bed, Sun Desks and Bar Meetings & Conferences :
Station Office is located on Damnoenkasem Rd. For more information, call Tel:66(0)32-511-073 or visit www.railway.co.th Baan Laksasubha is the place where business can come along with pleasure. We have conference facilities to serve your business meeting at small to medium scales. Conference room can be arranged to accommodate up to 30 to 40 persons in air conditioned area. High quality LCD projector and notebooks can be provided. Team building activities can be arranged at different forms to strenghthen company’s culture & bonding. Zaanti SPA or In-Room Spa Services
By Car: The approximately 200 km drive between Bangkok and Hua Hin can be traveled in 2 to 3 hours. The most direct driving route from Bangkok to Hua Hin is to follow Highway 35 south to Highway No. 4. By Bus: Buses between Bangkok and Hua Hin are served by Bangkok’s Sai Tai Mai terminal, and depart every 20 minutes for the 3 ½ hour journey. Fares for first class bus seats cost around 200 baht. There is also bus service that is scheduled to connect Hua Hin with Bangkok’s Suvarnabhumi Airport Buses to and from cities in southern Thailand are generally overnight services, departing Hua Hin around 10 pm and arriving early in the morning; such busses cost between 750-1000 baht depending on destination. By private taxi: Travel between Bangkok and Hua Hin by private taxi costs approximately 3,000 baht (please contact at reception desk ), and takes about 2 ½ hours. Pickup service from Airport or other locations, can be arranged by the Hotel. For more information, please visit: www.baanlaksasubha.com
Zaanti means ‘peace’. Zaanti Spa is the best place to retreat your mind, body and soul. It is where you can experience the ultimate rejuvenation and relaxation withinthe resort or in room. Enjoy the mysterious arts of massage coming along with the ancient herbal remedies. Getting to and from Hua Hin
By Train: Most trains headed south from Bangkok stop at the Hua Hin Railway Station, so there are numerous trains leaving throughout the day that provide service to Hua Hin. Generally speaking, the train ride takes between 4 and 6 hours; considerably longer than the 2 to 3 hour car ride. However, train fare is cheaper than taxi fare, seats costing between 40 and 100 baht depending on the class and speed of the train. The Hua Hin 12 | July-August 2014 | Hotels & Culinary ASIA
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Bitcoin payments: coming to a hotel near you! By Jean Francois Mourier
Will your property accept Bitcoin as an alternative method of payment? If not now, your answer could soon be yes, because otherwise you could be losing out on a revenue stream from the growing number of customers who’ll want to pay with the digital currency. What is Bitcoin?
Bitcoin, an open source, peerto-peer payment system and form of digital currency, is rapidly becoming a viable payment option for tech-savvy travelers. With no risk of credit card fraud and low transaction fees, Bitcoin is attracting early adopters both on the consumer and the hotel side. Now that Bitcoin is more frequently accepted as payment, it is very possible to travel worldwide using nothing but this payment methodand one couple did just that in July 2013. Austin Craig and Beccy Bingham wanted to see if it was possible to survive only using Bitcoin virtual currency. After proving that it was possible to live on Bitcoin at home in Provo, Utah, they have successfully traveled across the United States, Europe and Asia using only Bitcoins to pay for their lodging and airfare. Since Bitcoin is a technology that has the potential to become highly popular in the near future, it is extremely important for hoteliers to be aware of what it is, who is using it and the benefits of this up-andcoming payment method. How it works?
With Bitcoin, currency also referred to as Bitcoins is quickly (and easily) transferred from individual-to-individual or from consumer-to-merchant. Users can send and receive Bitcoins using conventional wallet software (such as Blockchain or Coinbase) on a personal computer, mobile device
or application. Bitcoins can be obtained by mining or in exchange for products, services or other currencies. In recent months, the virtual currency has been making news as its value continues to increase and as it is being rapidly adopted by many mainstream businesses including some in the travel industry. One of the best things about Bitcoins is how user-friendly they are, even for those with less technological know-how. The process is simple: once you have installed a Bitcoin wallet onto either your computer or mobile device, a Bitcoin address will be generated for you. Your address will be disclosed so that others can either send or receive currency safely. The process is very convenient and user-friendly because it is similar to email. Once a payment is received, Bitcoin payment processors immediately convert Bitcoins into the hotel’s local currency during the transaction - meaning the hotel does not have to worry about currency exchange. Another benefit Bitcoin transaction fees are extremely low compared to conventional methods of transferring money. Accepting credit cards will generally cost 3% to 5% of the transfer amount, which is more expensive than a Bitcoin transaction (which is generally 1% or less). Furthermore, many banks hold transactions/ deposits for up to 10 business days before the funds are available,
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whereas Bitcoin transactions are typically confirmed within an hour and typically for 1/3 of the price that a bank would charge for the same transaction.
few) are now accepting Bitcoin transactions. Bitcoin ATMs are also opening up worldwide making it even more accessible as a form of currency.
Another benefit is the fact that there are no charge-backs allowed on Bitcoin transactions, which means a hotel doesn’t have to worry about guests cancelling transactions through their credit card company after the fact because they were dissatisfied.
Once you decide to accept Bitcoins, you must ensure that your online booking engine is Bitcoin compatible. REVPAR GURU has recently partnered with BitPay to release GuestLeader, the world’s first Bitcoin compatible booking engine.
Because of these significant benefits, an increasing number of hotels worldwide have started to accept Bitcoin digital currency payments including:
With this new technology, hotels of any size have the ability to accept payment in Bitcoins (and by doing so, attract a new and emerging customer), without having a great deal of technical knowledge. Using REVPAR GURU’s GuestLeader booking engine, guests can select Bitcoins as their selected method of payment during checkout and the currency will be automatically converted to cash and deposited into the hotel’s bank account.
- The D Las Vegas Casino Hotel Las Vegas, NV, USA - The Golden Gate Hotel & Casino Las Vegas, NV, USA - Clevelander Hotel Miami Beach, FL, USA - Hotel Residence Gallery Abruzzo, Italy - Hotel Coppede Roma Rome, Italy - Prodeo Hotel + Lounge Buenos Aires, Argentina - Hotel San Martin Mendoza, Argentina - Bandholm Hotel Bandholm, Denmark - Pedro¹s Inn San Pedro, Belize - Hotel van Walsum Rotterdam, Netherlands - La Magnolia Hotel Sorrento Sorrento, Italy - Mariners Inn Cambria, California Additionally, hotels such as Hyatt and Marriott Hotel are indirectly accepting Bitcoins, as eGifter and Gyft.com accepts Bitcoins as payment for gift cards for these brands. eGifter has been accepting Bitcoins since August. Bitcoin is here to stay Thousands of industry-leading companies such as, TigerDirectCompUSA, Virgin Galactic, Overstock and Zynga (to name a
About the author Jean Francois Mourier is the CEO of REVPAR GURU a company that helps hotels to analyze complex data - including historical rates, the rates of competing properties in the same destination, pricing trends and environmental factors - to determine the right rate, at the right time, to secure the highest number of bookings. REVPAR GURU’s system calculates room rates up to a year in advance, and continues to update the rates automatically multiple times every day as factors change, across all online channels including OTAs and direct channels. To compliment this system REVPAR GURU also offers an Automated Reservation Delivery software and an Advanced Booking Engine, which now accepts Bitcoins. In short, helps hotels to increase their occupancy and their revenues.
Dubai on track to double visitors with Tourism Vision 2020
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ubai’s goal of doubling the 10 million visitors welcomed in 2012 to 20 million by 2020 is the collective responsibility of all industry stakeholders, was the message shared at the launch session of the ATM 2014 seminar series, which opened today at Dubai International Convention & Exhibition Centre. The opportunities, challenges and early successes of the government initiative, one year on from its official launch, were addressed by four top tourism industry leaders at a session entitled ‘Delivering the Tourism Vision for 2020 and how Dubai is marketed to the world’. Leading the panel discussion was HE Helal Saeed Almarri, CEO & Director General, Dubai World Trade Centre and Dubai Department of Tourism & Commerce Marketing (DTCM), who was joined by Ghaith al Ghaith, CEO, flydubai; Thierry Antinori, Executive Vice President
& Chief Commercial Officer, Emirates; and Neil Jones, Chief Sales & Marketing Office MEA, Marriott International. Opening the session, HE Almarri said: “Dubai’s position in the world, with what we have to offer, is very promising. The Expo 2020 win offers a clear message that Dubai is seen as a tourism and business hub for the region. We’re very proud to have won the right to host the event, but Dubai won’t stop; it will continue evolving up to, and beyond, 2020.” DTCM has spent the last 12 months working closely with its partners in the tourism industry to implement the first phases of the detailed strategy, with Al Marri reporting that government departments and private sector companies have fully embraced the vision as the emirate fast tracks regulatory changes to facilitate further sector development
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in the remaining half of the decade. Since ATM 2013, the Dubai government has already announced plans to create a fully integrated e-Permit and e-Ticketing system and shared details of an exciting incentivisation initiative that will enable hotel owners to bring forward construction timelines for three and four-star properties, with eligible developments granted a concession on the standard 10% Municipality Fee levied on the room rate for each night of occupancy. At the start of 2014, HH Sheikh Mohammed bin Rashid Al Maktoum, Ruler of Dubai and UAE Vice President and Prime Minister issued a series of directives designed to enhance and streamline hotel investment and development in the emirate, supported by ongoing infrastructure expansion. At the same time, the newly established DTCM affiliate, the Dubai Corporation for Tourism and Commerce Marketing (DCTCM) will focus on the inter-
national marketing and promotion of Dubai’s tourism and commerce credentials to a growing global audience. The city has been named as a top destination to visit during 2014 by both the New York Times and the Trip Advisor Traveller’s Choice Awards, and the need to attract a broad visitor base, and position Dubai as a destination for budget as well as luxury travellers, was also addressed by the panelists. “Dubai is a fantastic attractive city for tourists and business travellers and we believe Marriott can have 10,000 rooms in the city in 2020, up from 3,000 now. This is a unique destination with architecture and a rich cultural history, but we need help with partners such as airlines and cruise lines to build demand; but we’re bullish for the future,” said Neil Jones, Chief Sales & Marketing Office MEA, Marriott International. v
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An Introduction to Statistical Modeling for Hotels
By Larry Mogelonsky, MBA, P. Eng. (www.lma.ca)
Do logical and hospitality mix? For an industry that prides itself on the emotional experience, such left brain enterprises like statistical analysis seem all too illusory.Yet, such data-driven mathematics can yield tremendous results, first and foremost by narrowing your target market to maximize the efficacy of your marketing engine.
occurred just yesterday (i.e. very high Recency-Frequency-MonetaryTenure or RFMT). However, every modeling initiative is customized for the specific business rules of each client. As such, the characteristics of an ‘ideal’ consumer vary widely according to the requirements of our clients. In many cases, the consumer isn’t even a consumer - it’s a business (i.e. B2B modeling). How do you go about pinpointing these ‘cream of the crop’ customers?
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’ve employed Virtual DBS (www. virtualdbs.com), a company that specializes in these sorts of deductive analyses, to lend their voice to the discussion, both in terms of a thorough explanation of what they do as well as outlining some of the key benefits of statistical modeling. For this, I sought John Dodd, Executive Vice President, for an in-depth Q&A.
What is the purpose of analytical modeling? Can you describe the basics of it?
The purpose of analytical modeling is typically twofold: 1. Better Understand Customers or Responders: By statistically profiling a group of customers, respondents and other segments using demographic information appended from third-party compiled data sets, we provide a highly illustrated but mathematically precise explanation of the most prominent characteristics of the customers
and prospects with whom our clients communicate. This can enable more relevant copywriting, more efficient media purchasing, more targeted direct marketing and more persuasive creative. 2. Boost Response Performance: Using modeled mailing lists, email lists, or telemarketing lists scored with predictive modeling algorithms, our clients achieve a statistically significant lift in response performance over established baseline in their direct marketing efforts. This returns a higher volume of new customers from smaller target populations - essentially, saving money and making money at the same time. What are you looking for in an ideal consumer?
Typically, the best consumer is one who spends a great deal of money over a long period of time, with high purchase frequency and the most recent purchase having
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Typically, we start by segmenting our clients’ customers into four roughly equivalent quartiles (i.e. 25% ‘buckets’) or tiers - Platinum, Gold, Silver and Bronze - based on their specific buying behaviors using RFMT. We profile and index the Platinum, Gold, Silver, and Bronze groups against a statistically relevant prospect universe across a host of demographic (B2C) or firmagraphic (B2B) elements, and then develop a predictive scoring algorithm that ranks prospects based on their degree of resemblance to the platinum customers. Essentially, this type of model statistically compares and contrasts our clients’ B2B or B2C Platinum, Gold, Silver and Bronze customer groups against each other and against their prospect universe. It includes dozens of charts and graphs that detail the demographic or firmagraphic attributes most prominent of the ‘best’ customer group (i.e. the Platinum customers) and produces a multivariate logistic regression
scoring equation that identifies high probability prospects that look most like the Platinum customers. This equation can be applied to virtually any targeted marketing list. How do your methods differ between B2C and B2B analyses?
B2C models are based on consumer characteristics like age, income, wealth and ethnicity among many others, while B2B models are based on their business counterparts, including industry type (SIC Code, NAICS Code), annual sales, number of employees and many other attributes. Where do you get your data from?
Virtual DBS receives regularly scheduled updates from multiple U.S. data compilers, and thus has the ability to fill in the gaps found within individual data sources, delivering the most comprehensive coverage possible. Through our powerful merge-purge capabilities, we are able to ‘de-dupe’ these files against each other in order to provide unique records only. Our B2B files include: Total Unique Business Locations Deduped: Approximately 20 Million Total Unique Contacts De-duped: Approximately 40 Million Because we provide such a high volume of data (maintaining upwards of 1 billion records on our servers), our supply and demand dynamics enable us to price our data at the most competitive rates available. Our B2C files include:
ongoing ‘tweaking’ of the model for optimal performance. 3. Full Transparency: Virtual DBS provides complete disclosure of the findings, methodologies, data attributes, and related elements to all of our models. The only exception to this ‘sunshine policy’ would be in migrating scoring algorithms outside of our data production environment, because the appended data elements, software configurations and related scoring mechanics are so highly customized, it is impractical to transport scoring algorithms outside of data center.
Total Unique Consumer Households: 150 Million Hundreds of demographic, geography, lifestyle, and behavioral attributes As a result of this multi-source approach, our clients receive the most complete market coverage available, as well as a distinct qualitative advantage through the cross-validation of our multiple sources against one another, thus optimizing the demographic accuracy, postal deliverability, and phone contact-ability of the records. We can use this data to append demographics in support analytics, predictive modeling, market analysis, targeted marketing, and many other applications. Do you enter an analysis with any pre-conceived hypotheses? Or, by letting the data speak for itself, how do you decipher significant relationships amongst the individual clusters?
We try to be as objective as possible upon initiating a new model-
ing effort. However, we always rely on the anecdotal or qualitative experiences of our clients in formulating the strategies and methodologies associated with a modeling project. Typical methodologies employed in our modeling efforts include CHAID (Chi-Square Automatic Interaction Detector), ANOVA (Analysis of Variance), MANOVA (Multivariate Analysis of Variance, Correlation Analysis, Cluster Segmentation, Factor Analysis, Discriminant Function Analysis, and Logistic Regression Analysis. In addition, we incorporate a cross-validation approach to our modeling initiatives in that a random sample containing approximately 60% to 70% percent of a client’s customer or responder records is initially drawn to build the model. Findings are then validated on the remaining records. Obviously, a short Q&A does not provide for a full explanation of these methodologies. Hence, we typically engage our clients in a detailed and highly collaborative
process of requirements gathering before embarking on any new modeling projects. What distinguishes your company’s modeling techniques?
Virtual DBS provides a wide variety of predictive modeling and analytics services to our clients, delivering a number of key advantages over other analytics providers, including: 1. Value Proposition: One of the tremendous advantages to working with Virtual DBS is that our custom modeling services are priced such that the full value of the modeling fee applies as a ‘credit’ when you commit to using our scoring services, data append services, or highly targeted marketing lists. 2. Highly Collaborative Interaction: All Virtual DBS modeling initiatives are undertaken with the utmost collaboration, including ongoing facilitation by PhD statisticians from discovery, to commencement, through debriefing, and continuing on to scoring and Hotels
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4. New Testing Paradigm: Because direct marketing is an empirical advertising channel, driving response through numerous channels (web, mail, phone), the opportunities presented to our clients to implement systematic, mathematically precise testing in a conservative ‘crawl-walk-run’ approach are quite significant. The modeling approach employed by Virtual DBS presents an optimal platform by which our clients can initiate ongoing test efforts, gain new response intelligence with maximum statistical confidence while minimizing risk. 5. Robust Scoring Reports: Each time a scoring job is completed, Virtual DBS provides detailed model validation summaries, gains charts depicting expected response lift to be enjoyed through the scoring, meticulous counts by decile, demi-decile and percentile, and full debriefing. Can you describe the ‘stop-pause’ method? What are its benefits?
As the analytics data production and model development process unfolds, Virtual DBS schedules regular ‘stop-pause’ points in the timeline to ensure consensus with our clients at each key milestone. These points include a thorough ‘data pre-briefing’ kick-off meeting upon commencement of the Culinary ASIA | July-August 2014 | 21
project, distribution of detailed waterfall reports and related summary charts upon completion of the analytics file build (i.e. data hygiene, match-and-append and field derivations). This also includes a formal debriefing upon completion of the model with a full review of the detailed profile and scoring algorithm prior to finalizing the composition of the score, thus allowing for ‘tweaking’ as necessary prior to executing live scoring jobs. Can you describe the ‘inside/outside’ technique?
Because Virtual DBS maintains a multi-source, comprehensive marketing database of virtually every consumer and every business in the US - including several hundred demographic, lifestyle and behavioral attributes - we have the distinct luxury of employing all of these ‘outside’ data elements in conjunction with the proprietary ‘inside’ elements supplied by our clients (product details, transaction values, purchase dates, customer tenure, etc.). This ‘inside/outside’ data approach brings the maximum breadth of intelligence into our modeling efforts, thus bringing maximum predictive power into our propensity scores. What’s the V-Profiler predictive modeling, and how do you generate its findings?
V-Profiler is a ‘lock-and-load’ modeling tool that Virtual DBS uses to create a predictive model on a very short turnaround time (i.e. just a few days) and at a very low price point. Basically, we take our clients’ customer database (name and address elements), and ‘plug and play’ the data into the V-Profiler platform, which runs an automated demographic match-and-append process, statistically comparing and contrasting the customer records against the relevant reference universe of non-customer prospects in the same vertical markets as the customers. We generate its findings as a PowerPoint deck output from the V-Profiler tool, including a logistic regression predictive scoring algorithm. 22 | July-August 2014 | Hotels & Culinary ASIA
How do your analyses interpret social media platforms?
We consider our statistical methodologies to be ‘data agnostic’ in the sense that we can use any and all customer data in our models, provided that the data sets are relevant. Hence, if our clients’ customer or responder data sets include social media characteristics, we can certainly include those attributes in the model. What are your hopes for the company’s future?
Virtual DBS and our antecedent organizations have been recognized among the fastest growing and most innovative companies in the database and analytics industry in general, and the state of Rhode Island in particular. It is our expectation (and our experience) that we will maintain double-digit growth year-in and year-out in order to keep this trajectory moving up. Where is the industry headed? What about integration with social media?
While the database marketing and analytics industry continues to
morph as new media channels are unveiled (including social media), the mathematics underpinning sound predictive modeling are based on tried-and-true objective statistical principles that have proven to be virtual inviolable for many decades (and, in some cases, even centuries). It is our expectation as a nimble and adaptive organization that we will continue to delivery outstanding results regardless of where new technologies take us. About Larry Mogelonsky
larry_mogelonskyLarry Mogelonsky (larry@lma.net) is the president and founder of LMA Communications Inc. (www.lma.ca), an award-winning, full service communications agency focused on the hospitality industry (est. 1991). Larry is also the developer of Inn at a Glance hospitality software. As a recognized expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer, and received his MBA from McMaster University. v
Noise issues – Problem solved by Jbn Sound Ceiling
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he Live Wire bar located in the heart of the Treasury Casino has been an integral part of the entertainment offered at the Casino for many years. The bar was seen as a great destination to enjoy a drink and listen to a band any night of the week. However, having live bands performing in the middle of the Casino can create problems such as loud music blasting through into the main gaming areas disturbing punters at electronic gaming machines and gaming tables. Another potential problem was bass sound travelling up into the Casino’s hotel rooms disrupted guests sleeping, hence noise complaints. Due to the above issues the Casino management decided to replace the Live Wire bar band area with a new gaming area. The effect was that the Casino lost some patrons who wanted to listen to live music and visit the Casino as a total entertainment destination left the venue and did not return. Management decided to return the Live Wire bar and actively sought ways to limit the noise issues associated with live bands and music blasting through the gaming areas and the exclusive accommodation above. At the time, General Manager of Hotel, Food & Beverage Treasury Casino, Johan Lindholm saw the Jbn Sound Ceiling speaker system at the Food Hotel Asia Expo in Singapore. Immediately he recognised the benefits of the speaker system and thought it could solve the problems faced at the Live Wire bar. Consequently he requested Jbn Sound Solutions provide a total solution for the new band area of the Live Wire bar.
Jbn Sound Solutions were commissioned by the Treasury Casino to complete a total refit of the sound and lighting systems for the Live Wire bar. Paramount to the solution was the newly released Jbn Sound Ceiling speaker system. Upgraded from the previous version LAB2, the newly released Sweden designed and manufactured speaker system incorporates 2 x 10 inch bass drivers and 6 x 6 ½ inch dual cone full range drivers per 600mm x 600mm panel. The 156 off, LAB24 sound panels with a total of 312 off, 10 inch bass drivers and 936 off, 6 ½ inch dual cone drivers covering 56.16m2 were suspended from the trussing, directly above the dance floor area. To further limit the spill of sound into the surrounding Casino areas, Jbn installed the TD30KV Roland electronic drum kit. All on stage equipment and instruments are directed to plug into the system via DI Boxes to further limit the on stage unamplified sound. Void Basys 12” Stage Monitors were installed on stage and Void Macro Hotels
10” Loudspeakers provided fill sound outside the speaker array over dance floor area. A Soundcraft Digital Mixing console SI-E-2 was installed to control the bands from either side of the room and a Void Digidrive V2 Audio processor provided the brains of the system. The lighting system supplied by Show Technology, consisted of Martin Rush MH-1 moving heads, Max Classic Strobes and Pro Shop LED PAR Cans controlled by a Martin Light Jockey. The completion of the installation has seen the Live Wire bar refurbished and reinvigorated. Live bands are back on weekends at Treasury Casino! The installation of the Jbn Sound Ceiling and the other methods taken to reduce the spill of sound has created a huge reduction in sound propagation. The benefits derived from the Sound Ceiling have created the perfect entertainment venue for all patrons and staff of the Treasury Casino. v
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Bernardaud, the premier manufacturer and exporter of Limoges porcelain, is one of the most innovative French companies and symbolizes the traditions of luxury and savoir faire. The great industrial and artistic adventure of Bernardaud began in 1863 in Limoges, a region that possessed the three elements needed to make porcelain: kaolin, water and forests. This adventure continues as the company
successfully
navigates
current
technical and creative challenges to face the third millennium determination.
Bernardaud is reinventing porcelain, fully committed to an activity that is at once a craft, an industry and an art. The secrets and the techniques of porcelain are presently passed on from father to son under the direction of Michel Bernardaud who represents five generations of familial leadership. Manufacture, Limoges
In the beginning, «white gold» served mainly as the preferred material for table china, but Bernardaud now brings simple luxury to everyday life by moving into many exciting new areas including jewelry, light fixtures and furniture. Bernardaud has always affirmed that creativity should drive its activity. To ensure that porcelain continues to be a simple everyday luxury, Bernardaud calls on designers and artists to explore the possibilities of a refined material with unsuspected properties and applications : The Campana Brothers, Andrea Branzi, Marco Mencacci… Al Dente vase, Marco Mencacci
As Bernardaud continues to work closely with designers, its collections find their way into every room of the house. The created objects (tables, pedestal stand, dressing table, chandeliers, wall sconces, Door knobs, cabinet knobs) are ideal for the home, restaurants and hotels, because they are simple and convenient, go with every style of decoration and can be made to custom order. They brighten interiors all over the world and have prestigious ambassadors who speak for them, such as famous interior designers Olivier Gagnère, Adam
Tihany,
Mahdavi,
Jacques
Pierre-Yves
Garcia,
Rochon,
India
Philippe
Starck…
C h a n d e l i e r, D a n i e l B o u l u d r e s t a u r a n t , N Y P r e s s c o n t a c t : S é g o l è n e D u f re s n e +33 (0)1 4 3 1 2 5 2 0 3 - s d u f re s n e @ b e r n a rd a u d . f r
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Restaurant and hotel professionals also rely on creations
Great international chefs require tableware that
by Bernardaud. Backed by its exacting standards and
will beautifully showcase their culinary genius and
expertise, not to mention excellent value, Bernardaud
contribute to the intensity of the gourmet experience.
is ideally positioned to offer technical and design solutions for any type of cuisine or eating establishment anywhere in the world, be it gastronomic restaurant, brasserie, bistro or hotel service (e.g. room service, banquet hall or coffee shop).
If one takes the ten best restaurants in any major city in the world (e.g. Paris, New York, Hong Kong, Los Angeles and Tokyo), one will find that seven out of ten use Bernardaud tableware. Chefs place their trust in Bernardaud, among them Alain Ducasse or Joël Robuchon…
Ecume collection
At Bernardaud, quality is integral to the culture, aspirations and mission of the brand. The company imposes exacting standards and a commitment to quality at every step of a lengthy manufacturing process governed by © Jean-Christophe Ballot
the sure hand of the artisan. This commitment is the core focus in the transmission of porcelain techniques and skills to the younger generation. Bernardaud has advocated these values throughout the industrial and artistic adventure of its history that began about one hundred fifty years ago. Today the adventure lives on as the company, anchored in its native region, successfully navigates today’s
Glazing
technical and creative challenges.
P r e s s c o n t a c t : S é g o l è n e D u f re s n e +33 (0)1 4 3 1 2 5 2 0 3 - s d u f re s n e @ b e r n a rd a u d . f r
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HERE’S MYA, THE MULTIFRESH® INIMITABLE MULTI-PURPOSE ASSISTANT! MultiFresh®, the Irinox blast chiller that combines chilling functions (cooling, freezing, thawing, chocolate) and warming functions (low temperature cooking, regeneration, pasteurization, proofing, holding) in a single appliance, is now even easier to use, thanks to MyA. MyA, a new touch screen interface with 7” screen, has made MultiFresh® even more intuitive, with clear icons for choosing the most suitable functions and cycles for production. The parameters – time, ventilation, core temperature – can be altered at any moment to create the ideal process for each product. MyA presents chefs with many opportunities; guided by intuitive icons, they can create a list of Favourite cycles or record the ideal cycle by making ad hoc adjustments to the production process, find answers to all their queries about the new interface with a complete on-line guide, or choose the continuous cycle to freeze or chill for more than 8 hours without interruption. Using MultiFresh® you can chill or freeze with cycles dedicated to gastronomy, pastry, bakery and ice cream.You can do safe, controlled thawing without stressing products, proof at constant temperature and humidity that develops the structure and provides crisp crumbly pastry, cook meat and fish at low temperature, going on automatically to chilling or freezing. Last but not least, you can regenerate cooked products just in time for serving or hold at the required temperature. The operating principle of a blast chiller consists of extracting heat from products in the quickest way possible. The incomparable performance exclusive to MultiFresh® is the result of perfectly balanced main refrigerator components: the Irinox Balance System®, – condenser, evaporator, compressor and ventilators – designed and built by Irinox to extract heat from food as rapidly as possible, even from boiling hot items. Painstaking care with technical and production details is part of the know-how that has allowed Irinox to incorporate numerous patents in MultiFresh®: MultiRack®, an adjustable tray rack that doubles tray capacity on every model; Multisensor®, a 5-point probe for perfect food temperature control, comes with a patented system for automatically engaging with the door; Sanigen®, a chamber sanification system that eliminates the bacterial charge in the air as well as possible unpleasant odours. In addition, data logging is now wireless for easily downloading and saving the data for all work processes on dedicated software (HACCP Control Software). With MultiFresh® you can organize your kitchen as you wish and run flexible production processes 24/7. See more on: www.irinoxprofessional.com Hotels
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TeleAdapt’s MediaHub Mini is Now Shipping A new standard for Mobile device connectivity in the hotel room has emerged
TeleAdapt, the global leader in connectivity solutions for hotels, is now shipping the MediaHub Mini, the smallest, simplest and most powerful MediaHub to date. MediaHub is a product that hotels install into guest-rooms, providing guests an easy way to connect their mobile devices to the in-room TV. By leveraging Bluetooth technology, the MediaHub Mini offers universal compatibility with today’s mobile devices. Users can pair with the MediaHub Mini and enjoy their music selections wirelessly through the in-room TV or inroom audio system. Mobile device charging is a ubiquitous need, and one that is typically underserved in the hotel guest-room, so the MediaHub Mini was designed with two USB charging ports. HDMI is the gold standard for device to display connectivity - on the MediaHub Mini it enables thousands of mobile device audio/video connections over a single port. “TeleAdapt was the first company to offer MediaHub solutions to the global hotel marketplace, and since then we’ve learned a great deal” says Neil Betterton, VP of Global Product Development. “Early on the industry was anticipating how guests would want to connect their own devices and content in the hotel room, and this is still happening on the leading edge with things like wireless media streaming. While those are very exciting areas that we are active in, we also recognize that by enabling the key, familiar connections (USB Charging, Bluetooth and HDMI) we can establish a new market-wide baseline for hotel room connectivity.” Why Mini? Hoteliers desire in-room connectivity products that are easy for
the guest to find and use, but also which blend in with the overall room design. A smaller and more attractive connection point provides hotels with greater flexibility in terms of room placement. Audio/Video connections have consolidated around the HDMI port, paving the way for a smaller, simpler and more powerful MediaHub - which we call Mini. MediaHub Mini is the easiest way to enable universal connectivity in the guestroom: - Charge a phone, or tablet. - Bluetooth pair and play music through the in-room speakers. - Plug a mobile device to HDMI and convert the small screen into a widescreen, for movies, games, and thousands of other apps. There is nothing to download, no unfamiliar device to use, no menu to access. Simply connect your mobile device to the MediaHub and the TV with automatically switch to play your connected content. For more information on TeleAdapt’s connectivity products for the hospitality industry please visit www.teleadapt.com .HHSLQJ <RXU :RUOG &RQQHFWHG
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Revolution in Coffee Making The Pro-Fondi, an award winner at the 24th Horteca for Innovation of the year has made its way into Asia.
Its
début in Singapore earlier this month has caused quite a stir among baristas.
“This new design revolutionizes the way we make coffee”, says Ross Bright Master Roaster at Spinelli Coffee Company the distributors for the Asian region. Customers will see this surface in the World Barista Championships sooner than later. With the increasing use of expensive machines in cafes this device helps café owners reduce the damage and noise associated in cafes. Customers are now able to prepare coffee in our retail stores without the incessant banging of the porta filter against the knock box. The benefits of this tool are very apparent when you use the Pro-Fondi, apart from eliminating the noise produced with baristas trying to knock out the puck, there is also no damage to the coffee basket, it also cleans the basket allowing for a hygienic working environment. The Pro-Fondi allows you to separate your used grounds and collect them in a separate bag from the typical rubbish, you to easily separate and recycle the used coffee grounds. It will be available in the market soon. Below are the advantages of using this new device. • Noise reduction in cafe (elimination of barista banging portafilter to remove coffee puck) • Speed increased (due to an efficient clean each time) • Hygiene increased in stores ( no grounds spread around the knock box) • Insect reduction of infestations ( grounds can be put into a separate sealed container eliminating infestations) • Damage elimination (caused to the coffee basket due to impact on knock box) • Recycle the waste (allows you to separate organic waste for recycling corporate responsibility) • Maintenance is very low on the unit and easy to clean. For more information, please visit: www.spinellicoffee.com / www.pro-fondi.com
Five lessons from economy hotels again enhances your property’s positioning as a place that cares about its customers. 3. Shuttle service
By Larry Mogelonsky
Most
of the time, innovation flows downstream. In our industry, logically, this implies that ideas generated amongst four and five star (rated) properties are the idea generators, leading the industry with new features that are emulated further along the food chain. In this way, we are highly focused on learning from exemplary hotels in the premium price range that we seldom give enough attention to those providers who are succeeding at the economy level. These are operators who might not have the lavish facilities or a monstrous and pliable budget, and yet they nevertheless find a way to make it all work. In their own way, successful hoteliers at the economy level have also become innovators. Here are five areas where this segment is leading the charge: 1. Complimentary breakfast
One of the reasons why I emphasize F&B as #1 is that it plucks at our emotional strings. Help people start the day off with a smile by giving them a little fuel, even if it’s just a mug of coffee, a glass of orange juice and a buttered bagel. Breakfast can also be a very social time, acting as a pseudo-meetand-greet and elevating the mood all round. This might not be cost effective if you attempt it at a luxury level, but even providing ‘just the basics’ such as a breakfast buffet and a fruit basket will have a hugely positive influence on your TripAdvisor rankings. 2. Free lobby coffee 24/7
Coffee fills a similar function as a complimentary breakfast. It hits our emotional centers, relaxing us and sharpening our brains for the activities that lay ahead. Need I mention that caffeine is addictive? Give people their fix whenever they so desire and they will be thankful for it. Also, like breakfast, turning your lobby into a café will increase the social factor which 32 | July-August 2014 | Hotels & Culinary ASIA
Yes, it may be a tad slower than hailing a cab to get to your nearby destination, but that doesn’t mean it isn’t fun. My time spent in these ‘carpooling’ shuttles has yielded some very delightful conversations with the drivers and fellow passengers. Like coffee and breakfast, the free shuttle service is a chance to boost the social aspect of a hotel. Plus, taking the scenic route to my destination gives the guest a chance to explore a bit more of my surroundings. Some properties at the luxury level can follow this model by claiming ownership of a limousine or two for guest use - a more ‘VIP’ iteration of the shuttle bus. 4. No tip expectation
Part of the economy hotel strategy involves keeping guest service uncomplicated and in a ‘no frills’ state. You schlep your own bags; you park your own car; and so on. Oftentimes when you reach the upper echelons of the hotel world, there are staffers for every specific task and there’s a certain expectation that a tip is forthcoming, even for the most basic tasks. While I’m not opposed to tipping (as I know from working behind-the-scenes at these hotels how tough the job can be), others may find that these silent expectations bordering on harassment. Use discretion and team training so staffers know when it is appropriate. 5. Everyone pitches in
Building on the last point about job specificity, one other observation about economy hotels is that the jobs are far more flexible. Everyone fills in where needed and knows how to quickly adapt to fit multiple
roles. This adds to the character of the hotel as, often is the case, back-of-house staffers are put in situations where they must converse with guests. To me, this elicits an endearing quality; housekeepers, cooks and custodians can help bestow their properties with a genuine and humanized character. And yes, I have seen general managers of limited service properties doing housekeeping and front desk functions where need be, allowing them to talk with customers as well as receiving firsthand feedback from guests. It is interesting to note TripAdvisor scores for economy brands in the 4.0+ range. This is not due to the quality of furnishings, massive CAPEX budgets or the bathroom amenity tray. Rather, it is the consumer telling us that they appreciate being treated as a welcome guest without being nickel-and-dimed to death. Sometimes giving a little bit extra goes a long way. About the author
Larry Mogelonsky (larry@lma.net) is the president and founder of LMA Communications Inc. (www.lma.ca), an award-winning, full service communications agency focused on the hospitality industry (est. 1991). Larry is also the developer of Inn at a Glance hospitality software. As a recognized expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer, and received his MBA from McMaster University. He’s also an associate of G7 Hospitality, a member of Cayuga Hospitality Advisors and Laguna Strategic Advisors. Larry’s latest anthology book entitled “Llamas Rule” and his first book “Are You an Ostrich or a Llama?” are available at Amazon and Barnes & Noble.
Are you setting realistic goals? When I was managing large teams in a corporate environment I remember 3 rather painful processes that we went through. First is the budgeting process, which began in August and went painfully through January. Second was the staff review process, which began in January and typically was concluded by end of February. In both cases, one key point was to set goals for the coming year. For the last 30+ years of my career, the guiding principle in setting any sort of goal has been the SMART principle. For anyone who has not heard of this (I can’t imagine where you must have been all these years!!), each goal must meet 5 basic criteria. They must be: 20140506_smartchart_400
mula concocted by HQ executives to meet Wall Street expectations, rather than careful calculations based on realities on the ground.
That’s not to say there aren’t unrealistic opinions of your own performance (see the fictional CEO’s response here).
I used to walk away thinking - why did we just spend the last few months agonizing over all this data? What’s the point of preparing a realistic budget if it doesn’t matter? There is nothing wrong with being aggressive and targeting ever higher achievements. But reality does have to play a part! Instead, we often ended up preparing a separate HQ budget by backing into the final annual numbers they were looking for.
Needless to say, there are three sides to every story - those of the two persons involved and the truth, which is inevitably in the middle somewhere...
So much for the SMART principles... Achievable and Relevant go out the window. I got a good laugh at a recent post of a fictional resignation letter. (click here to read it) It sounded to me like many conversations I have heard over the years about the differences between expectations and realities.
Many companies are coming out of the hibernation of the past few years of economic stagnation. Many have dusted off projects shelved years ago. The HER team has been getting involved in numerous projects which need to be re-scoped as the landscape has changed since 2009 when they might have been shelved. We continue to try to impress on our clients the importance of applying the SMART principle in making their decisions and determining how to proceed and what to expect. Do the research first, then set your goals accordingly.
A hotel’s budget goals might include, for example, something like this: more than three decades of accomplishments in the global Hospitality industry, Evelyne has diverse experience with reservations and distribution systems; sales and marketing management; training curriculum development and delivery; project management and strategic planning. Her understanding of North American, European and Asian markets and cultures fosters an environment of positivity and collaboration that effectively bridges the gaps between Management, Operations, Technology, and Sales & Marketing.
We will grow ADR by $7 in quarters 3 & 4 over last year by aggressively targeting industries scheduled to participate at conferences booked in the new convention centre. It never ceases to amaze me, however, that some companies continue to issue goal directives that are completely contrary to some of these principles, then penalize employees who do not meet them. This is particularly true for budgeting and hotel targets. Even after we do exhaustive market studies, comp set analyses, consider city-wide event calendars, review air and train loads into the market, calculate brand marketing strategy impact, carefully forecast occupancy and make appropriate computations to determine an Achievable goal... we sit at a budget meeting and are told that HQ expects X% occupancy with an ADR of $Y next year. Often it is based on some pre-calculated growth for-
About the author
Evelyne Oreskovich is Founder, President and CEO of Hospitality Evolution Resources, LLC. With
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The Ritz-Carlton global portfolio to top 100 hotels by 2016
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he Ritz-Carlton Hotel Company will open 15 new hotels by 2016, growing its global footprint to 100 hotels and resorts. With new openings ranging from an iconic city property in Cairo to a beachfront resort in Bali, the pipeline of upcoming openings offers travellers unique experiences in both established and emerging destinations. “This prolific period of growth underscores the rising demand for The Ritz-Carlton in additional locations around the world. Travellers are increasingly curious and venturing beyond their traditional vacation spots to explore cultural and life-style capitals in Asia, Europe, Middle East and the Americas. In tandem, we have also earmarked the Middle East, Asia, Australasia and the Indian Subcontinent as key development regions in the post-2016 period to maintain our growth momentum. Given the rising number of visitors and exciting developments in infrastructure, we anticipate strong business and leisure tourism potential in these markets and look forward to keeping up the momentum,” said Bob Kharazmi, global operations officer during a press conference in Dubai.
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Over the next 30 months, The RitzCarlton has new luxury properties scheduled to open in Egypt, Tunisia, Morocco, Indonesia, and the People’s Republic of China and Panama. This is propelled by the growth of Asia as a tourism powerhouse; The Ritz-Carlton will add five new hotels in the Asia-Pacific region with further development planned in Malaysia and India. The brand is making a formidable return to Bali with two muchanticipated properties - The Ritz-Carlton, Bali, uniquely situated with a combination of white beach front and elevated cliff top settings, as well as Mandapa, a Ritz-Carlton Reserve in Ubud, Mandapa will be the third global Ritz-Carlton Reserve property and its second in Asia, following Phulay Bay. “Asia is in top form as a tourism and business hub attracting investment and visitors from around the globe. Established destinations such as Bali
as well as emerging destinations like Bangalore, are both of immense interest to Ritz-Carlton as we look to fill the gap in the market for a luxury hospitality proposition flawless, personalized service and exceptional properties all with a sense of place,” added Kharazmi. Adding to its existing portfolio of eight properties will also expand The Ritz-Carlton footprint in the Middle East & Africa market with The Nile Ritz-Carlton, Cairo (Egypt); The Ritz-Carlton, Tunis (Tunisia) as well as The Ritz-Carlton, Marrakech; The Ritz-Carlton, Rabat and the Tamuda Bay Reserve in Morocco. The luxury hotel brand has been on an aggressive growth trajectory with nine new hotels opened within the last 20 months. Destinations include Kyoto, Japan; Herzliya, Israel; Tianjin and Chengdu in China, Bangalore, India; Almaty, Kazakhstan; Aruba; Dorado Beach, Puerto Rico and Vienna, Austria.
Debut Live Cake Decoration Competition rocks Hong Kong International Bakery Expo 2014
The 10th International Hotel Expo - Hotel Expo 2014 - A Comprehensive Trade Platform for the Hospitality Industry Macau’s Longest-Running and Most Well-Established Exhibition integrating the Hotel, Catering & Hospitality Sectors
Being a premium event exclusively supported by Asia Hotel Industry League (AHIL) and International Hotel & Restaurant Association (IHRA), Hotel Expo 2014, in celebration of its 10th Anniversary, will be held at the Venetian Macao from November 26-28, 2014. Hotel Expo is definitely an integrated hospitality event which features the widest spectrum of exhibits for the hotel, catering & hospitality sectors ranging from the respective facilities, equipment & supplies like tableware, kitchen utensils, beddings, linens, amenities, furniture, lighting, cleaning products, decorative materials, food & beverage, coffee & tea to hospitality technology, spa & wellness…etc.
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ith the success of last edition, Hong Kong International Bakery Expo (HKIBE) will return at the Hong Kong Convention and Exhibition Centre from Dec 4-6, 2014. “We are happy to receive more recognition and support from renowned industry players, and bring new elements to the show together,” Mr. Kenny Lo, CEO of the organizer, Vertical Expo Services Co., Ltd. said. “Live Cake Decoration Competition would have its first attempt at HKIBE!” Mr. Lo added. Decorated cakes became prominent among different occasions and are having rapid growth in recent decade. Ms. Pat Trunkfield, PR and Marketing Director of Knightsbridge PME (KPME) expressed, “We are happy to collaborate with HKIBE and extremely proud to bring our popular and very successful PME Live Competitions to there!” She added, “It’s our first time to join HKIBE last year and we are very much wanted to come and find out more about Asian market. HKIBE has given us a wonderful opportunity to meet the distributors from neighboring Asian countries. This year, we confirmed to join HKIBE again!” KPME is based in the UK and encompasses two brands PME & JEM, provides creative and innovated products that are valued and used by beginners through to professionals. KPME is dedicated to education and training and has four International Cake Decorating schools located in the UK, USA & South Africa. Undoubtedly, the competition will further heat up the market and generate interest among the bakery lovers! The live competitions are open to Professionals, Teachers, Students and Enthusiasts, in the Pan Asia Pacific area. For the details of the competitions please stay tuned with us! HKIBE is an international trade show for bakery, pastry, confectionery, pizza, ice-cream, coffee and related equipment and machinery. HKIBE 2013 attracted visitors from over 30 countries and regions. More than 50 sessions of demonstrations, workshops presented by international chefs and artists, competitions ran parallel with the expo. Free pre-registration is now opened for trade professionals. Suppliers could reserve your booth with us now to enjoy early-bird privileges. Join us and capture the market share with the growing bakery hit! For more information, please contact: Ms. Wing-Yin Ho, Tel: (852) 3904 3830, Email: info@HKBakeryExpo.com, Website: www.HKBakeryExpo.com
A Market-Orientated Exhibition focusing on The Gigantic China & Asian Market In addition to the attendance of the key operators of the hotel & catering sectors from Macau & Hong Kong, delegations led by the hotel associations from China, Korea, Thailand, Malaysia, the Philippines and China Food Association…etc. also attend the exhibition to enhance co-operation and development for the Asian hotel industry.
Backing with a favorable market situation…quite a number of large-scale luxury hotels and resorts in Macau will start operation in 2015 while there are many projects are being launched in China and Asia, Hotel Expo 2014 receives much more encouraging responses and active participation from worldwide industry operators. A Significant Gathering and an Annual Carnival of Asian Hospitality Industry Hotel Expo is not just an exhibition An ocean of fascinating activities will be held during the 3-days exhibition, creating a perfect trade exchange platform and adding more attractions to the exhibition. Exhibition highlights include:
• Asian Hotel General Managers Forum - gathering the attendance of as many as 400 general managers & senior executives of the Asian star-graded hotels • Seminar on Co-operation between Hotels & SMEs - providing the suppliers & hotel operators with as an interactive trade platform • Asia Culinary Contest – a competition being participated by the top chefs while the judging panel comprises the key executives of the hotel & catering sectors • Asian Star-Graded Hotel Award – an award to praise the star-graded hotels which strive for facilities & service excellence • Asian Outstanding Spa Award – an award to commend the top-notch spa centers • Spa & Wellness Forum - a platform for hotel practitioners and spa experts to confer on the spa products & services, and enhance business exchange and highlight the corporate image • Asian Best Hotel Suppliers Award – an award to commend the companies providing sophisticated supplies & service to the hospitality industry • Asia Green Award – a high praise for companies supplying eco-friendly products or service to hospitality industry • Macau International Lotus Cup Hotel Furniture Design Competition - Strive to dig out and commend for innovative ideas in order to advance hotel furniture design ideas • Best Hotel Furniture Suppliers Award – serves to promote quality hotel furniture enterprises to the world •Coffee Culture Workshop – outstanding professional baristas give demonstrations and offer the audience with free cupping Hotel Expo is definitely a must-attend event for all the operators and suppliers of the hotel, catering, hospitality & tourism industries. REGISTER NOW at www.hotel-exhibition.com to seek new market, products & services and to gain latest industry information and trend.
For further information, please contact: Website: www.hotel-exhibition.com or www.coastal.com.hk Hotels
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Interview with Christoph Ganster, General Manager of Fairmont Grand Hotel Kyiv By Larry Mogelonsky, MBA, P. Eng.
A conference date in Kiev, Ukraine, (locally spelled â&#x20AC;&#x2DC;Kyivâ&#x20AC;&#x2122;) afforded me the opportunity to stay at one of the newer properties under the Fairmont banner - the Grand Hotel Kiev. For those of you who have not yet visited this Eastern European city, it should definitely be on your radar. In the 20 years since the dissolution of the Soviet Union, Ukraine has forged a unique identity built on a proud culture, deep heritage and firm economic growth. Kiev, the nationâ&#x20AC;&#x2122;s capital of 2.8 million people, is dominated by iconic domed Orthodox churches and Soviet empire-style low-rises. The city rests on the banks of the Dnieper River, with a high embankment separating the old town where the 36 | July-August 2014 | Hotels & Culinary ASIA
Fairmont is located, and the upper town which bustles with modern businesses. The short distance between the two is easily traversed by a funicular with the equivalent of a 15-cent (US) charge.
from the ground up. All told, this downtown property comprises 258 rooms including 56 suites, a remarkable ballroom with additional meeting facilities and an utterly spectacular center atrium.
The hotel itself lives up to the adjective in its name; traditional in appearance both inside and out, yet having been open only a year now, its behind-the-scenes infrastructure has been built
During my stay, construction just across the street on a new expressway entrance continued unabated. And yet, despite my windows facing the fracas, the Fairmont is so well insulated that I
I could hire. At the same time, I was looking for managers with a working knowledge of Ukrainian or Russian languages. That was a challenge.
Christoph Ganster, General Manager of Fairmont Grand Hotel Kyiv
could not hear anything. Christoph Ganster is currently the youngest general manager in the Fairmont family. He was selected as the opening GM, having previously served as GM for Fairmont’s Cairo property. I met him in the hotel’s Strand Restaurant for breakfast, which gave us a chance to discuss the launch and the progress to date. I see the construction across the street. How has it impacted business?
Kiev is no different than any other major city. Public works construction never seems to meet publicized schedules, as there are always unforeseen delays. Yet, we are optimistic, as the results will be worth the wait. Once completed, this will give us direct airport access, while at the same time, providing an unobstructed waterfront walkway. Short term it can be quite frustrating, particularly on our local walk-in traffic for food and beverage outlets. What is it like launching a new property in Kiev and what lessons are there for others who might be considering a similar venture?
We are particularly fortunate, as I was able to advertise for key staff positions within the Fairmont network, and in doing so, was able to bring key team members in to get the business underway quickly. Yet, this process was restricted by government limitations on the number of foreign nationals that
Moreover, the local hospitality service culture is not yet at the Fairmont five-star level. This meant that the local talent pool, while strong and enthusiastic, required a considerable degree of initial as well as on-going training. The good news was that our owners had provided us with an excellent physical product. Thus, our focus was to take advantage of this magnificent structure, devoting our primary energies to imbuing a culture dedicated to service excellence. Has the product changed since opening just over a year ago?
The rooms’ product has not, although at this time, we probably would have preferred more rooms and fewer suites. One significant change was our use of the atrium. This is the signature public space in the hotel, located on the second floor in a central courtyard and decorated with a wonderful goldleaf-and-glass dome. Originally designed solely as a second F&B outlet, we quickly assessed that a significant revenue opportunity was being wasted versus the nominal return from duplicate F&B facilities. Thus, our implementation of this room as a second, more intimate ballroom has proven to be a runaway success. The space is remarkably flexible: important meetings, weddings, social functions and, yes, even some F&B. As an extraordinary example, a romantic guest booked the entire room. That’s right, just for two! We set up a table in the center of the atrium, romantically surrounded by hundreds of candles. The rate for the room rental for the evening exceeded the typical gross revenue of the outlet operating as a restaurant outlet. Another change, also in F&B, was our Vintage Cocktail Bar, which, due to smoking regulations, was integrated into the Strand restaurant as the smoking section.
What do you like the most about the physical property?
A difficult question as this is almost like asking a father to make a selection amongst his children. However, there are several features that stand out. Foremost is the back-of-house, kitchen facilities. They are so impressive that they became a recruiting tool. When he first laid eyes on the back-of-house, Joseph Lee, our opening-Executive Chef and now Director of Food & Beverage, must have thought he’d died and gone to heaven! Of all the hotels I’ve seen in the Fairmont system, nothing comes close to providing as good a configuration to manage all aspects of food preparation. Not to mention that the cooking and processing equipment is also top rate. Second is the Atrium Ballroom. This may well be the best wedding and social facility in the country! Just walking into the room, you’re immediately hit by that feeling where you know something special is happening. Third is our breakout rooms on the third floor; all equal in size, all perfect for small meetings in their own right. I just wish I had a few more! And fourth is the ability to easily drive automobiles directly into the main ballroom. This will continue to deliver returns for us in targeting the automotive sector. And what do you like the least? I’m still not happy with the elevators. The guest elevators are on three separate banks and are not linked when called. There are further issues in terms of coordination of service. It seems to be a never-ending story of specifications gone awry. What has been the reception to the hotel since it’s opening?
In the luxury segment, Kiev is already serviced by the Intercontinental (which happens to have same owner as the Fairmont), as well as the Hyatt Regency. We wanted something better; something that would differentiate the property from both these existing products. We knew our Hotels
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physical product was of the highest standard. Thus, our focus was to deliver a superior service standard as well. The results have met our initial goals. We know through industry feedback that we are reaching new heights for guest service in F&B, convention services, concierge, front desk, housekeeping and maintenance. It’s good news for everyone in Kiev, because, in doing so, it raises the bar for all properties. What learning has there been from this experience?
Time. There is just not enough. Your management team should be onsite (or nearby) at least nine months prior to opening. This provides you with the time to get staff training underway, and to perfect your systems. Even now, more than a year after launch, we are still ‘writing the book’ on our opening.
About Larry Mogelonsky larry_mogelonskyLarry Mogelonsky (larry@lma.net) is the president and founder of LMA Communications Inc. (LMA Communications Inc. (www.lma. ca), an award-winning, full service communications agency focused on the hospitality industry (est. 1991). Larry is also the developer of Inn at a Glance hospitality software. As a recognized expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer, and received his MBA from McMaster University. He’s also an associate of G7 Hospitality and a member of both Cayuga Hospitality Advisors and Laguna Strategic Advisors. Larry’s latest book entitled “Are You an Ostrich or a Llama?” is available at Amazon and Barnes & Noble. Culinary ASIA | July-August 2014 | 37
A Survey Of How Early Career Business Travellers Select Their Hotels By Larry Mogelonsky, MBA, P. Eng.
A recently completed survey of hotel purchase behavior indicates some potentially troubling news for hoteliers. In particular, this research reveals a significant weakness in hotel brand recognition. About the Survey
When I started my business career, travel arrangements were regimented. All requests went through the office travel department - our own in-house travel agency. There were few choices given to the employee. But it didnâ&#x20AC;&#x2122;t matter, I loved to travel. I looked forward to the ad agency visit to New York City, the tradeshow in Orlando, or the plant tour in Michigan. My boss had some pull, and we enjoyed staying in such grand properties as the Waldorf Astoria, the Hay Adams and the Drake. Loyalty programs, the Internet, and, of course, OTAs did not exist. The world has changed in the past thirty years. Many companies have disbanded their in-house travel arrangements; recognizing the efficiencies of the Internet coupled with a desire to keep costs to a minimum. Given security, travel itself has become more of a chore. As well, the myriad of hotel brands offered to the traveler is sizably greater. The influence of loyalty programs for hotels, airlines, and online booking systems now form critical factors in how travel is both arranged and consumed. To my knowledge, not much research has been done, or perhaps published, on the young business traveler - those just starting in their business careers. Just as my early experiences in travel (and love of great hotels) were formed by my business trips working with Procter & Gamble and Pepsico, I was wondering what the travel experience was like for such modern day â&#x20AC;&#x2DC;newbies.â&#x20AC;&#x2122; Importantly, as habits are formed in our early years, I wanted to see how these travelers were planning their accommodation purchases. One hundred (useable) one-on-one interviews were conducting in the summer of 2011, split almost equally between male and female respondents and between the ages of 24 and 34. Moreover, respondents were screened for those who had traveled for their business by air at least twice within the past twelve months. Those surveyed lived in Boston, Chicago, Los Angeles, New York City and Toronto, all having worked in a company with at least 25 employees. Note to reader: With a survey size of only 100, these results require verification through larger scale research programs, and as such, should be considered directional, rather than statistically significant. Never-the-less, the results require careful examination. Survey Questions and Results
How would you best describe your business travel experiences (pick one of these that best describes your feelings): 38 | July-August 2014 | Hotels & Culinary ASIA
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I love to travel and enjoy new surroundings and experiences: 77%
- Business travel creates even more work for me, and is an inconvenience: 4% - Travel is a necessity of my job/career, I have no choice: 12% - No response: 7%
Does your employer have written policies that govern travel by air and hotel usage? - Yes: 60% - No: 12% - Not sure: 28% When traveling on business overnight by air, is this travel primarily: - Domestic: 88% - International*: 12% (Cross border Canada-US considered as International travel) For these trips, who makes the majority of your business travel arrangements? - Reservations done by self: 73% - Travel agent, office travel coordinator, other: 27% For those who make travel arrangements themselves, what is the primary method? - Internet, using an online travel agency such as Expedia, Travelocity, Orbitz, etc.: 68% - Internet, booking direct with hotels and airlines on their respective web sites: 26% - Via telephone direct to hotels or airlines: 6% When you travel by air, how often has this travel required an overnight hotel stay? - 1 to 3 times in the past 12 months: 74% - 4 or more times in the past 12 months: 26% For those who can choose, when traveling on business, what are the criteria you use for selecting your hotel accommodation? (Rated on a scale of zero to ten, where zero is not at all important, ten is most critical.) - Location relative to destination: 8.1 - Cost of room per night: 7.6 - Free WiFi or fee high-speed internet: 7.0 - Free breakfast: 4.0 - Room type (suite, bed type): 3.5 - Airline loyalty program points: 3.2 - Hotel brand: 2.5 - Coffee maker in room: 1.5 - Hotel loyalty program: 0.2 Name three major hotel brands (unaided). Top 5 results were:
- Hilton (or Hilton brand variations): 83% - Marriott (or Marriott brand variations): 76%
- Sheraton or Sheraton Four Points: 65% - Expedia: 54% - Holiday Inn: 53%
Have you ever heard of (aided, yes responses)? - Relais & Chateaux: 11% - Preferred Hotels and Resorts Worldwide: 4% - Leading Hotels of the World: 4% - Historic Hotels of America: 0% - Summit Hotels: 0% - Small Luxury Hotels: 0% How many employees does your company have (your best guess)? - 25 - 100: 24% - 101-1,000: 39% - More than 1,000: 37% Do you belong to at least one airline frequent flyer/loyalty program? - Yes: 64% - No: 36% Do you belong to at least one hotel frequent guest/loyalty program? - Yes: 5% - No: 95% Conclusions
While this is only a small-scale snapshot, and is by no means statistically significant, the hotel industry appears to have some work to do. Despite the economy, there is still some very strong enthusiasm for travel. As expected travel arrangements focus on efficiency and cost, with most of those surveyed going to the OTAs to make their arrangements. Hotel brands were not really part of their accommodation selection criteria, rating scarily close to the bottom. Perhaps what is most revealing was a response to a question on major hotel brand names, where Expedia beat out Holiday Inn. Since when is Expedia a hotel brand name? Not surprisingly, the survey also indicated a lack of awareness in the hotel affiliation programs such as Preferred or Leading. Hotel loyalty programs are bordering on non-existent. Indicated Actions
This survey demonstrates a further impact of the OTAs: the decline of brand differentiation amongst the youthful business traveler. Corporate hotel marketers should conduct their own research to validate these findings, and propose ways to penetrate the mindshare of this segment, wholly independent of the OTAs and potentially utilizing their hotel loyalty programs as a (yet untouched) tool. Remember: these customers are the future of our industry. About Larry Mogelonsky
larry_mogelonskyLarry Mogelonsky (larry@lma.net) is the president and founder of LMA Communications Inc. (www.lma.ca), an award-winning, full service communications agency focused on the hospitality industry (est. 1991). Larry is also the developer of Inn at a Glance hospitality software. As a recognized expert in marketing services, his experience encompasses Four Seasons Hotels & Resorts and Preferred Hotels & Resorts, as well as numerous independent properties throughout North America, Europe and Asia. Larry is a registered professional engineer, and received his MBA from McMaster University. Hotels
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Hilton Revolutionizes Hotel Experience with Digital Check-In, Room Selection and Customization, and Check-Out across 650,000-Plus Rooms at More Than 4,000 Properties Worldwide
First hospitality company to enable room selection and customization via mobile and web-based floor plans Company also announces that guests will be able to use their smartphone as their room key in majority of hotel rooms by 2016 Hilton Worldwide gives guests choice and control over their entire hotel stay with the ability to check-in and choose rooms from digital floor plans, purchase upgrades and make special requests for items by using their mobile devices, tablets or computers. By the end of 2014, room selection will be available globally for 650,000-plus rooms at more than 4,000 hotels across Hilton’s portfolio of 11 brands. (Photo: Business Wire)
In a first for the hospitality industry, Hilton Worldwide today announced its guests will have unprecedented choice and control over their entire hotel stay with the ability to check-in and choose their exact room from digital floor plans, as well as customize their stay by purchasing upgrades and making special requests for items to be delivered to their room, on their mobile devices, tablets and computers. Guests also will be able to check-out using these personal technology devices. By the end of 2014, digital check-in and room selection will be available at more than 4,000 Hilton Worldwide properties across 11 brands in 40 | July-August 2014 | Hotels & Culinary ASIA
80-plus countries via members’ Hilton HHonors accounts. The recent announcement represents the latest industry-first in Hilton’s rich history of innovation. The company piloted an initial version of digital check-in more than five years ago, and in 2012 it launched Conrad Concierge,
the first hospitality software application that enables guests to customize their hotel experience through their tablets or smartphones. Going forward, Hilton anticipates delivering further digital advancements to guests every six to eight weeks. “We analyzed data and feedback
from more than 40 million HHonors members, as well as guest surveys, social media posts and review sites, and it’s clear that guests want greater choice and control,” said Geraldine Calpin, senior vice president and global head of digital at Hilton Worldwide. “In fact, in a recent study, 84 percent of business travelers surveyed said they wanted the ability to choose their own room1. We are giving our guests the ability to do just that by enabling them to select not just their room type, but the exact location in the hotel, all the way down to their room number.”
Simple and Streamlined Process Once a room is booked, the process for guests to manage their stay is simple: Room selection: At 6 a.m. the day before a booked stay, Hilton HHonors members can sign into their account via their mobile device, tablet or computer to check-in and choose their preferred room through floor plan maps or lists populated from the hotel’s available inventory. Photos of rooms are also available to help with their selection. Hilton’s digital lobby function is updated in real-time, so guests no longer have to wait until they are physically in the hotel lobby to be assigned a room. Special requests: After choosing a room, guests can further customize their stay at full-service hotels by purchasing upgrades and requesting specific amenities to be delivered to their room before arrival. Room key: Next year, the company will begin to equip its hotel rooms with the technology for doors to be unlocked with guests’ smartphones, enabling them to go straight to their rooms upon arrival. For now, once they arrive on property, guests simply pick up their room key from the front desk, a streamlined process since the guest’s payment information and other details are already verified through their Hilton HHonors account prior to arrival. Check-out: Guests can bypass the front desk upon departure as their bill will be automatically sent to their email address. The Future of Room Keys at Hilton As part of its digital strategy, Hilton has made a commitment to enable all of its hotel rooms worldwide with technology that will allow guests to use their smartphones as keys.
“The tremendous scale of our world-class operating platform enables us to quickly and nimbly introduce exciting enhancements for our guests at all of our hotels worldwide.” Said Nassetta, “Travelers can use their smartphones as boarding passes to get to their seats on an airplane, so it is only natural that they will want to use them as a way to enter their hotel rooms. We have spent the past few years testing a number of different options to make this vision a reality, and we are developing proprietary technology that is safe and reliable for our guests to use, and cost-effective for our hotels to install.” Rapid Roll Out Across Hilton Properties Globally Hilton is rolling out these digital enhancements globally over the next several months: By the end of this summer, Hilton HHonors members can check-in and choose their room from digital floor plan maps online or via the Apple and Android HHonors apps across the following U.S. brands: Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Hilton Hotels & Resorts, Hilton Garden Inn, Homewood Suites and Home2 Suites. The functionality will also be available at DoubleTree by Hilton and Embassy Suites Hotels properties within the U.S. this fall. By the end of 2014, room selection, either from digital floor plans or lists, will be available globally for over 650,000 rooms at more than 4,000 hotels across Hilton’s portfolio of 11 brands. Digital check-out, currently available at all U.S. hotels, will be rolled out globally by the end of 2016. In 2015, Hilton will introduce technology that enables smartphones to be used as room keys, and all U.S. hotels across four of its brands will have this capability by the end of that year. By the end of 2016, the majority of its rooms system-wide will be equipped with this functionality.
About Hilton Worldwide Hilton Worldwide is a leading global hospitality company, spanning the lodging sector from luxury and full-service hotels and resorts to extended-stay suites and focused-service hotels. For 95 years, Hilton Worldwide has been dedicated to continuing its tradition of providing exceptional guest experiences. The company’s portfolio of eleven world-class global brands is comprised of more than 4,100 managed, franchised, owned and leased hotels and timeshare properties, with more than 685,000 rooms in 92 countries and territories, including Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Curio - A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. The company also manages an award-winning customer loyalty program, Hilton HHonors®. About Hilton HHonors Hilton HHonors, the award-winning guest-loyalty program for Hilton Worldwide’s 11 distinct hotel brands, offers approximately 38 million members more ways to earn and redeem points than any other guest-loyalty program, enabling them to create experiences worth sharing at more than 4,100 hotels in 92 countries and territories. HHonors members can now redeem points for any room, anywhere, anytime, including the most luxurious suites, using any of four room rewards: Premium Room Rewards, Room Upgrade Rewards, Points & Money Rewards and Standard Room Rewards. In addition, HHonors members can use points to purchase unique experience rewards, merchandise and vacation packages, make charitable contributions and more. HHonors is also the only guest-loyalty program to offer ‘No Blackout Dates’ and ‘Points & Miles’ for the same stay at its properties worldwide, including participating Hilton Hotels & Resorts, Waldorf Astoria Hotels & Resorts, Conrad Hotels & Resorts, Curio A Collection by Hilton, DoubleTree by Hilton, Embassy Suites Hotels, Hilton Garden Inn, Hampton Hotels, Homewood Suites by Hilton, Home2 Suites by Hilton and Hilton Grand Vacations. Membership in HHonors is free, and travelers may enroll online by visiting www.HiltonHHonors.com or connect with Hilton HHonors at news.hiltonhhonors.com. Members can now also book reservations, manage their accounts and redeem special offers with the new Hilton HHonors mobile app for iPhone. 1 *The Hilton survey was conducted by Edelman Berland among 1009 total participants (529 female and 480 male U.S. census representatives over 18 years of age) using a five-question online survey between July 7-11, 2014. The margin of error (MOE) for the audience (n=1009) is + 3.1 percent at the 95 percent confidence level. Hotels
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InterContinental® Hotels & Resorts Dishes up Exciting Culinary Delights for Children with New Menu IHG® Launches Planet Trekkers Menu Designed by Top Chef and Child Nutrition Expert to Encourage Food Exploration
InterContinental
Hotels Group (IHG) is rolling out its new signature InterContinental Planet Trekkers Menu, created exclusively for children, across its InterContinental® Hotels & Resorts properties. Hotels in Asia, Middle East and Africa are dishing up exciting and nutritionally balanced meals that promise to take young explorers through an exciting journey of food discovery.
As part of the menu’s development, Annabel and Theo conducted a test and learn tasting session with young guests to explore a variety of ingredients that appeal to all palates.
Theo Randall, Chef Patron of Theo Randall at the InterContinental said: “Dining whilst on holiday is as much a part of the overall adventure as sightseeing. For this menu we’ve experimented with a variety of
Designed exclusively for young InterContinental hotel guests by award winning chef Theo Randall and child food expert and best-selling international author Annabel Karmel MBE, the new menu was developed from start to finish with nutrition and food exploration at its core. It features delicious dishes with a myriad of flavours, textures, smells and tastes that will take children on an educational culinary voyage around the world while ensuring an enjoyable and nutritionally balanced meal. Theo is renowned for creating simple, authentic dishes using the best and freshest ingredients, which has resulted in his Italian restaurant being lauded as one of the best in London. Annabel has written over 37 books on children’s nutrition and cooking for children, and is internationally recognised as a leading authority on helping children to eat properly. 42 | July-August 2014 | Hotels & Culinary ASIA
Penne Pasta with Red Red Sauce
Iced Watermelon Popsicles
flavours, ingredients and combinations to develop a range of dishes that would be familiar to a child’s palate yet create excitement around their dining experience at InterContinental® Hotels & Resorts around the world. I think the dishes we’ve created for this menu will leave as much of an impression on the children as the destinations they are visiting.” With 181 hotels in more than 60 countries, InterContinental® Hotels & Resorts is dedicated to providing diverse, enriching experiences with local insight that comes from 67 years’ experience. The new children’s menu is set to excite the junior palate through a variety of classic favourites and truly international delights that reflect the breadth of countries the brand is located in. Simon Scoot, Vice President Global Brands, InterContinental® Hotels & Resorts and IHG Global Resorts said: “As part of IHG’s promise of delivering exceptional experiences for our guests, we are the first hotel
company in the world to develop a signature children’s menu in collaboration with two culinary experts. “With more than half a million children visiting our InterContinental® Hotels & Resorts each year, we want to ensure that we are giving them the opportunity to enjoy ‘Food Exploration,’ which was our guiding principle when creating the new menu.”
kers Menu is available in InterContinental® Hotels & Resorts globally. For more information on InterContinental® Hotels & Resorts and to explore exciting dining options at the various hotels around the world, visit www.ihg.com/intercontinental. To find out more about InterContinental’s Planet Trekkers Programme, visit: www.intercontinental.com/planettrekkers. To explore IHG® Rewards Club, the world’s largest hotel loyalty programme, visit www.ihgrewardsclub.com and for more information on IHG, visit www.IHG.com.
As the largest casual dining operator in the world with more than 5,400 restaurants and bars, this menu launch is a key part of a renewed food and beverage focus for IHG, whose family of nine brands also includes Holiday Inn® Hotels & Resorts and Crowne Plaza® Hotels & Resorts. IHG’s team of chefs and food experts are working on a number of new programmes to improve and enhance the food and beverage experiences guests can enjoy across the company’s portfolio of more than 4,700 hotels globally. The InterContinental® Planet Trek-
Happy Tomato Risotto Hotels
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ITE & MICE Hong Kong 2014
Quality Visitors came for Up Market / FIT Travel Products ITE & MICE 2014, a co-location of the 28th ITE on leisure travel and the 9th ITE MICE, was held from June 12 to 15 at Halls 1A to 1E of the Hong Kong Convention & Exhibition Centre. The Expo highlighted Up Market and Theme Travels, and drew 12,308 visitors, up 3.7%, from the regional travel trade, MICE and Corporate Travel in the two trade days, and 75,300 public visitors, up 2.9%, in the two public days.
which from Asia and 36% from Europe etc.
T
his year, the Expo successfully held Business Matching where buyers met sellers face to face, started the Europe Trade Seminar on Hot / Trendy Products with 5 destinations as speakers which was attended by over 70 visitors from travel agents from southern China and Hong Kong, launched the new themes of Sport Tourism and In-depth Travel thus bringing the total of highlighted themes to 9, and held around 20 trade seminars and over 100 public seminars some of which attended by over 200 visitors. Officiating the Travel Expo’s opening this year was Mr Philip YUNG, JP, Commissioner for Tourism of the Government of the Hong Kong SAR, and other attending VIPs included Ms Wu Yi Huan, Vice Mayor of The Shenzhen Municipal People’s Government, H.E.Mr Mara So, Vice Tourism Minister of Ministry of Tourism of the Kingdom of Cambodia. The Chief Executive of the Hong Kong SAR, the Hon C Y Leung, sent his Message to welcome all participants! EXHIBITORS – DESTINATIONS & THEMES ITE & MICE maintains a highly international profile of exhibitors, which this year totalled 650 with only around 15% from Hong Kong. Exhibitors came from 47 countries and regions, 34% of 44 | July-August 2014 | Hotels & Culinary ASIA
This year, several repeating pavilions made substantial expansions of high double digits, which included Guam, Switzerland and USA, while Japan and Taiwan had the largest expansions by scale. Including independent exhibitors, they respectively had over 50 and 40 booths. For the first time, USA was named Featured Destination. There was a total of 10 new official
stands / pavilions this year, and they came from Berlin City of Germany, Czech Republic, Indonesia, Italy, Malaysia, Palau, South Africa, Sweden, Tainan City of Taiwan and Thailand. Overall, the five largest official pavilions were respectively China (mainland), Japan, Taiwan, Macau and South Korea. Also presented were about 100 tourism boards, national and municipal levels included. Particularly relevant to Upmarket travels and FIT, the Expo highlighted
full and with people standing and the most popular ones drawing some 200 audiences each. In fact, 5 seminar rooms were built inside the exhibition halls to accommodate for the nearly 100 public seminars. Previous survey found over 30% of the public visitors interested in seminars which was higher than the 22% interested in booking tours onsite. ITE & MICE thus provides a colourful snapshot of world travel to Asia, and covers effectively the regional travel trade, MICE & Corporate Travel, and Hong Kong’s affluent FIT particularly on Upmarket and
trendy travel themes of MICE, Corporate Travel, Cruise, Travel Photography, Wellness & Medical Tourism, Overseas Wedding & Honeymoon, Study Tour, and the new In-depth Travel and Sport Tourism. Often these were done in cooperation with related associations and organizations through a combination of trade and public seminars, demos, displays and promotions etc. There were around 100 exhibitors targeting the MICE / Corporate Travel markets. VISITORS – TRADE, MICE, CORPORATE & PUBLIC The Expo effectively covers the markets of regional travel trade, MICE and Corporate Travel, and Hong Kong’s affluent FIT. Among the visitors in trade days this year, by sectors some 9700 came from the travel trade with and nearly half from travel agents, and 2600 from MICE and corporations; and by geography respectively over 9000 from Hong Kong, 2300 from mainland China and 860 from abroad. Detailed profiles of trade and public visitor this year will be announced later. Based on the online survey findings, public visitors are found 3% more visitors prefer travelling format in FIT i.e. 77.3% and another 6% chose tailored made tour groups, and over 70% made two or more overnight leisure trips in the past twelve months, and indicates the high quality of our visitors. SEMINARS – TRADE & PUBLIC Several associations like the Association of Corporate Travel Executives (ACTE), Asia Cruise Association (ACA), Wedding Management Association (HKWMA), a Teacher Union, various tourism boards and The Malaysia Healthcare Travel Council held in the trade days seminars on their fields. Other MICE seminars covered Web-casting for optimizing
return on meeting investments and applying social media etc.
Theme travels. Organized by TKS Exhibition Services Ltd., ITE & MICE is supported by China National Tourism Administration, Hong Kong Tourism Board, Travel Industry Council of Hong Kong and Macau Government Tourist Office, trade associations of travel agents and event industries from Hong Kong and in the region. MTR is Official Rail.
Other parties held concurrently their own events with ITE & MICE, and they include prize presentations by The Guangdong-Hong Kong-Macau Hotel General Manager Association and by U Magazine, the popular weekly travel magazine in Hong Kong, on Travel Routes, and a special display of the private collections of a famous travel writer.
The next ITE & MICE will be held from 11 to 14 Jun 2015 at Halls 1A to 1E at the Hong Kong Convention & Exhibition Centre. For further info, please visit our trade website of www.itehk.com. For enquiry, please email to travel@ tkshk.com.
In addition to those delivered by experts, the organizer and some exhibitors engaged travel writers and celebrities to speak in public travel seminars. These explain their great popularity, which are often Hotels
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IHG Set to Expand in UAE Capital with Two New Hotels InterContinental Hotels Group announces plans to open InterContinental Abu Dhabi – Grand Marina and Holiday Inn Abu Dhabi Downtown InterContinental Hotels Group (IHG) recently announced the signing of two new hotels in Abu Dhabi which will mark the entry of a second InterContinental and second Holiday Inn property into the UAE capital.
Downtown, which will be a
our Owners and IHG and we
conversion of the current Sands
look forward to continuing our
Hotel in downtown Abu Dhabi.
partnership to develop more
Featuring a restaurant, bar, pool,
industry-leading hotels for the
fitness centre and dedicated
growing travel market in Abu
meeting space, the new hotel
Dhabi.”
will undergo a refurbishment and open as a Holiday Inn by the end
Mohamed Mounib, Group
of 2014.
Chief Executive Officer, National Corporation of Tourism and Hotels
The National Corporation of Tourism
and Pearl Azure Hotel Management
and Hotels and Pearl Azure Hotel
LLC commented: “We have been
Management LLC already have three
working with IHG for about 20
IHG properties in their portfolio
years now and the three properties
across the UAE: InterContinental
we have under their management
Abu Dhabi, Crowne Plaza
have seen steady growth and
Abu Dhabi and Crowne Plaza
healthy returns over the years. With
Dubai. Along with these new
the growth in demand for midscale
signings comes a renewal of the
hotels in the UAE it is also a good
management agreement for the
time for us to add the Holiday Inn
existing InterContinental Abu Dhabi.
brand into our portfolio. We are very pleased to be extending our
A
20-year management agreement was signed with the National Corporation of Tourism and Hotels for InterContinental Abu Dhabi – Grand Marina. Located in close proximity to InterContinental Abu Dhabi, the new 184-key
hotel will feature rooms and serviced apartments along with a range of exciting food and beverage and entertainment facilities. These include a Michelin star signature restaurant with a rooftop bar; a lounge and bar with a terrace and private dining rooms; a destination bar as well as a premium spa and pool. Due to open in 2016, the hotel will also have extensive meeting space catering for the ever growing Meetings, Incentives, Conferencing and Exhibitions (MICE) market. IHG also signed a management agreement with Pearl Azure Hotel Management LLC for the 257-key Holiday Inn Abu Dhabi 46 | July-August 2014 | Hotels & Culinary ASIA
Pascal Gauvin, Chief Operating
partnership with IHG to add two
Officer, India, Middle East & Africa,
new hotels to Abu Dhabi, which
IHG commented: “As the capital
puts us in a good position to cater
of the UAE and one of the fastest
to the growing number of business
growing cities in the Middle East,
and leisure travellers in the city.”
Abu Dhabi is a key market for IHG and we see strong potential for all
IHG currently has 18 hotels open
our brands here. Our Owners play
in the UAE across five brands, with
an important role in our growth
another seven in the pipeline. There
strategy and we are committed
are five IHG properties operating
to building long-term relationships
in Abu Dhabi: an InterContinental
with them. We have had a long
hotel, two Crowne Plaza hotels, a
and successful partnership with
Holiday Inn and a Staybridge Suites.
the National Corporation of Tourism
This latest announcement brings the
and Hotels and Pearl Azure Hotel
total number of properties in IHG’s
Management LLC for nearly two
development pipeline for Abu
decades now. The signing of the
Dhabi to three, including a new
new InterContinental and Holiday
Staybridge Suites which will open
Inn is a fantastic step in for both
in the next three to five years.
About IHG (InterContinental Hotels Group):
IHG (InterContinental Hotels Group) [LON:IHG, NYSE:IHG (ADRs)] is a global organisation with a broad portfolio of nine hotel brands, including InterContinental® Hotels & Resorts, Hotel Indigo®, Crowne Plaza® Hotels & Resorts, Holiday Inn® Hotels and Resorts, Holiday Inn Express®, Staybridge Suites®, Candlewood Suites®, EVEN™ Hotels and HUALUXE™ Hotels & Resorts. IHG manages IHG® Rewards Club, the world’s first and largest hotel loyalty programme with over 77 million members worldwide. The programme was relaunched in July 2013, offering enhanced benefits for members including free internet access across all hotels, globally. IHG franchises, leases, manages or owns 4,700 hotels and 687,000 guest rooms in nearly 100 countries and territories. With more than 1,100 hotels in its development pipeline, IHG expects to recruit around 90,000 people into additional roles across its estate over the next few years. InterContinental Hotels Group PLC is the Group’s holding company and is incorporated in Great Britain and registered in England and Wales. Visit www.ihg.com for hotel information and reservations and www. ihgrewardsclub.com for more on IHG Rewards Club. For our latest news, visit: www.ihg.com/media, www.twitter.com/ihg, www.facebook.com/ihg or www.youtube.com/ihgplc.
Hotels
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TTG Events Welcomes Kempinski Ambience Hotel Delhi As Official Hotel For IT&CM India 2014 est luxury hotel group in Europe, Kempinski’s rich heritage of personalised service and superb hospitality is impeccable. Our IT&CM India delegates can look forward to and be assured of the quality experience they will receive during their stay.” Buyers interested in Kempinski Ambience Hotel Delhi can look forward to “a Pandora of possible solutions for all their MICE requirements” as Raag Verma, Director of Sales underscored. “We specialise in customising our events to make it memorable for each and every guest.” IT&CM India will take place from 19 to 21 August 2014. For more information on IT&CM India, visit www.itcmindia.com ABOUT IT&CM INDIA 2014 The Leading International MICE Event In India
Joining
IT&CM India as the Official Hotel for this year’s MICE and luxury travel event is Kempinski Ambience Hotel Delhi. The hotel will provide 130 rooms as accommodation for all delegates including domestic, international hosted buyers and media attending the event. In addition, Kempinski Ambience Hotel Delhi is also the official venue of the exhibition, education and networking activities, making this year’s IT&CM India a logistical breeze with all official events contained in a single location. General Manager, Vella Ramasawmy said, “As the Official Hotel for IT&CM India 2014, we are excited to welcome international and domestic delegates to our convention hotel. Hosting IT&CM India delegates is an excellent opportunity to showcase our property including the 2,500 square feet pillarless ballroom and 480 luxurious rooms, and invite them to choose Kempinski for their next event.” 48 | July-August 2014 | Hotels & Culinary ASIA
Expressing his thoughts on coming on board IT&CM India as the Official Hotel, Jivesh Sehgal, Assistant Sales Manager – Groups & Events remarked, “IT&CM India has all the possible traits – structured appointments with potential buyers, connecting with industry colleagues to exchange ideas and promoting India as the MICE destination to the world, – to give our country a boost in tourism.” Darren Ng, Managing Director of TTG Asia Media said, “We are delighted to welcome Kempinski Ambience Hotel Delhi on board with us this year. As part of the old-
IT&CM India is an international MICE business, education and networking event that advances opportunities of “Promoting India to the World and the World to India”. The event delivers both international and Indian delegates across exhibitors, buyers and media categories, thus promoting business opportunities on all fronts – inbound, outbound and domestic. Launched in 2012, the 3-day event embodies the proven IT&CM programme formula comprising of structured business appointments, exhibition showcase, seminar sessions, official networking functions and tours. The show has been incorporating Luxury Travel since its inauguration. IT&CM India is part of the IT&CM Events series organized by TTG Events, a business group of TTG Asia Media.
Euromic Now On Board IT&CM India 2014 Euromic, one of the world’s most expansive group of destination management companies, is now on board IT&CM India 2014. where our local member, Creative Travel’s expertise lies in. As one of the finest DMCs in the Indian region, Creative Travel’s two and a half decades experience handling clients from all over the world has allowed them to create the most memorable programmes.” Echoing Verstraete’s comments, local Euromic member Ashish Sehgal, Senior General Manager – Sales of Creative Travel, said “IT&CM is the region’s leading trade show brand for the meetings and events industry. As a strong stakeholder in India, it is beneficial for Creative Travel to participate in the show as IT&CM India ensures the attendance of top level decision makers – the people we want to meet with. We are confident we are able to achieve our business objectives like greater market penetration, international publicity and increasing new customer base through IT&CM India.”
E
xecutive Director, Christophe Verstraete said, “India is the third fastest growing global economy, and well positioned for an un-paralleled development within the travel and tourism sector. As Indian companies look for business opportunities around the world, outbound business travel and MICE are estimated to be expanding at a greater pace than leisure.” “Our members see a growing interest for long haul destinations as most corporates, over the last few years, have visited Asia countries for their MICE travels. Special interest products are also gaining popularity in the Indian market, making DMC’s power of local knowledge, special tailor-made itineraries and services even more essential,” he continued. Expressing his excitement on having their local Euromic member, Creative Travel, on board IT&CM India, Verstraete said, “India has always been an enchanting destination for tourists from all around the world. In recent times, it has emerged as a hub for MICE tourism as well. Overall, as a destination, India offers excellent accessibility, amazing accommodations, unique incentive options and cost effectiveness, making it an ideal MICE destination. This is
Euromic had recently concluded their first IT&CM Event at Shanghai earlier this year. Citing their successful experience at IT&CM China, Verstraete remarked, “IT&CM China was professionally organised and gave us the opportunity not only to be present in this important emerging MICE market and to meet with Chinese MICE agencies, but also allowed our local member, Destination China, to showcase its destination and services to the Euromic group of European hosted buyers during its exclusive post-show tour in Shanghai and Hangzhou. We look forward to a successful IT&CM India 2014.” IT&CM India will take place from 19 to 21 August 2014. For more information on IT&CM India, visit www.itcmindia.com ABOUT IT&CM INDIA 2014 The Leading International MICE Event In India IT&CM India is an international MICE business, education and networking event that advances opportunities of “Promoting India to the World and the World to India”. The event delivers both international and Indian delegates across exhibitors, buyers and media categories, thus promoting business opportunities on all fronts – inbound, outbound and domestic. Launched in 2012, the 3-day event embodies the proven IT&CM programme formula comprising of structured business appointments, exhibition showcase, seminar sessions, official networking functions and tours. The show has been incorporating Luxury Travel since its inauguration. IT&CM India is part of the IT&CM Events series organized by TTG Events, a business group of TTG Asia Media. Hotels
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Culinary ASIA | July-August 2014 | 49
IHG Holds “Celebrate Service” Week to Thank Colleagues
Annual celebration involved employees in IHG’s owned and managed hotels across Asia, Middle East and Africa
hunt. Corporate office colleagues also showed their appreciation for their hotel counterparts by serving them lunch. Pascal Gauvin, Chief Operating Officer, India, Middle East and Africa, IHG said, “At IHG, our brands represent our promise to our guests and it is our people who deliver that promise and bring each brand to life. We often don’t take enough time out to say ‘thank you’ to the people who work tirelessly to deliver great experiences to the guests that walk through our doors, so this is our way of appreciating our colleagues on a week when we make it all about them. This is the fifth year we are holding our ‘Celebrate Service’ week and we are pleased to be able to take the chance to thank our colleagues and have some fun along the way.”
F
A plethora of exciting activities or a whole week, work was a place of
were organised during the week-
celebration and appreciation for em-
long celebration in India. These
ployees in IHG hotels across the world.
included a Quiz Night, a Selfie
InterContinental Hotels Group (IHG) held its
Contest, an Evening Walkathon and
annual “Celebrate Service” week from 9 to
a Cultural Evening by Holiday Inn
13 June 2014 to thank all colleagues for their
Kochi. Students from the hotel’s
service and hard work.
IHG Academy programme were also invited to participate in a Tal-
“Celebrate Service” week was created five
ent Show.
years ago to acknowledge that the success
50 | July-August 2014 | Hotels & Culinary ASIA
of IHG’s brands and hotels is a direct result of
IHG has 19 hotels across four
the quality of service front-line teams deliver.
brands in India: InterContinental,
As part of the week-long celebrations, IHG
Crowne Plaza, Holiday Inn and
employees from corporate offices and hotels
Holiday Inn Express, with another
around the world participated in various activ-
46 hotels to open in the next three
ities including a dragon-boat race and treasure
to five years. v
Hilton Hua Hin – Paradise on Earth!
At the entrance of Hilton Hua Hin
H
ua Hin beach stretches some 7 kilometres from the town centre to Khao Takiab. It remains little developed compared to other Thai resorts and considering its size you can always find a quiet little spot. Its name (Hua Hin – head stone) is derived from the rock formations that can be seen on the beach in front of the Hilton
Hua Hin Hotel. For those who are a little more adventurous, pony rides can be taken and for those simply wanting to relax there are plenty of deck chairs, sun loungers and beach umbrellas available for a small hourly charge. A great last Sunday afternoon arrival at the beach front Hilton Hua Hin Resort & Spa Hotel welcomed
View from seaside
me at their reception with fresh fragrant wet towels and Thai iced lemon tea, leaving behind my entire travelling lag to Hua Hin which was around two hours’ drive from Bangkok. Not much awaited, I was offered a Deluxe Room at 8th Floor {Pait Soon Hok – as they say in Thai language for 806}. The hotel offers an extensive range of large, well-appointed guest rooms with private balconies with stunning panoramic views of the Gulf of Thailand. Much to my surprise wi-fi is available all around the hotel.
The hotel offers the following facilities:
- Swimming pool Take a refreshing dip in the large free-form pool or relax in the Jacuzzi®, while the young kids have their own fun at the children’s area. Other daily activities include water volleyball and aqua aerobics. - Fitness Facilities Stay fit with an energising workout at our fully equipped Fitness Centre, ten-
As I entered the room I couldn’t resist myself to view the breathtaking sea view and the Hua Hin City from the balcony of my room with glamorous swimming pool and beach view as well. Hotels
After a few moments I decided to review the hotel facilities, which included Gym, Sports like Billiards, snooker, (where kids were already enjoying themselves), squash and much more at the Mezzanine Floor and then further going to the designer Swimming Pool with Sun Set Beach Bar along with it facing the nice white sand beach.
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Culinary ASIA | July-August 2014 | 51
View from a Deluxe Room at 8th Floor
nis or squash courts. Then, relax in the sauna or steam room. - Kids’ Play Area Located on the mezzanine floor, this fully supervised space offers fun board games, table tennis facilities, Sony PlayStations, as well as creative handicraft activities to entertain children aged between four to 12 years. - SPA With a comprehensive selection of signature health and wellness therapies as well as hair and nail services, Guests can be sure to enjoy a rejuvenating experience at the treatment room, beauty studio, Japanese bath or Jacuzzis It was really amazing to walk around the pool and then I got a dip in the pool and rested a while at the pool bar and had my favorite cocktail drink to refresh myself. One can enjoy the following dining facilities of the hotel: - The Market Feast on fine global cuisines that range from locally sourced Thai delicacies to Italian wood-fired pizzas and
traditional antipasto. - White Lotus Savour delicious, authentic Szechuan and Cantonese dishes at this rooftop venue on the 17th Floor, while enjoying incredible sights of the Gulf of Thailand and scenic surroundings. - Hua Hin Brewing Company Treat yourself to juicy burgers, tasty pork knuckles, or premium steaks cooked to your liking at this lively venue. Guests can also catch the latest sporting action at the open-air SOS Tug Boat Bar, or visit during evenings for music by live bands and DJs. - Aqua pool bar / Sun set beach bar Sit back and relax with a tempting menu of both alcoholic and non-alcoholic drinks, as well as tropical cocktails made with fresh fruits. - DECA Located next to the Lobby, this lounge lets Guests experience Hua Hin’s unique cocktail selection with the best live entertainment in town - Lotus Sky Bar Admire Hua Hin’s gorgeous beach at this stylish bar that serves specialty cocktails.
Mr Reny with Naticha Phonkhamthong, Executive - Marketing Communications, Hilton Hua Hin Resort & Spa at the lobby.
As the night approaches I decided to walk outside area around the hotel, which offers luscious Thai Cuisine, Tailors, Thai Massage and lady bars with live bands serving a huge variety of drinks. One cannot resist himself/herself to get the first hand taste there. Hilton Hua Hin Resort & Spa is very well centrally located near numerous local sightseeing and shopping areas. A small bar down the narrow road in front of Hilton I nearly walked by the perpetually dark location. Wedged between two sets of chatty co-workers I waited patiently for my beer I ordered. The owner of bar was standing near the back chatting with a customer. “I was always fascinated with that kind of bars with their job, what they do and they were just cool. I would ask them questions and would meet people up there to know their experiences around Hua Hin. Not much spending time at night outside, and going back to my room I noticed a live Filipino band playing at Deca Bar of Hilton near the Lobby and couldn’t resist myself to watch it live for a while. For business persons, whether the occasion is a professional conference or social gathering, the hotel will help plan a successful event down to every last details, the hotel offers the following facilities:
Roof-Top Restaurant & Bar overlooking the Gulf of Thailand and the city Hua Hin 52 | July-August 2014 | Hotels & Culinary ASIA
•
A large ballroom with
spacious terrace that accommodates 500 guests in a theatre-style setting, and 600 guests for evening cocktails • 4 function rooms that seat up to 60 people each • State-of-the-art facilities with audiovisual equipment rental, photocopying and printing services Next morning I got up early and decided to walk over the beach and the view of the sea was amazing, a few people, walking, jogging and swimming around there. That afternoon I decided to taste the local food in front of Hilton and walking there I got into a small street and saw a small family restaurant outside their house who sells food there and around Hua Hin streets. I enjoyed the local fast food “Gai Pad Prik”. Naticha Phonkhamthong, Executive - Marketing Communications, Hilton Hua Hin Resort & Spa was so kind and generous to get me the first hand taste of the hotel by taking me for some drinks to Beach Bar, then to delicious dinner at terrace of Lotus Sky Bar on 17th Floor overlooking the sea and city view and after that few more drinks at Deca Bar near the lobby. As I sent few pics of Hilton Hua Hin to my best friend in Germany, Dietmar, and he commented, “Reny you are in paradise” and then he immediately decided go to Hilton Hua Hin on his next vacations. Watch out some pics of Hilton on next pages.
Hilton - Hua Hin Resort & Spa, Thailand
Hotels
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Bakshish Dean, CEO, Johnny Rockets India An alumni of Institute of Hotel Management, Ahmedabad, Bakshish kick-started his journey as an assistant chef at the Taj Mahal Hotel, Mumbai. Further celebrity Chef Antony Worrall Thompson of restaurant Ménage à Trois, which is famous for its lunch menu of starters and puddings, confirmed him where he managed the operations independently. In1994, Bakshish joined Taj Palace Hotel, New Delhi for their most prestigious restaurant The Orient Express. In 1991 the restaurant was ranked among the top 10 Continental restaurants of the world. In the year 1999 he left the organization for better prospects from this outlet as the Chef In-Charge. Year of 1999 saw him at the post of Principal and Chef at the newly opened Indus Cruising Culinary Institute. His three-year stint allowed him to put all his knowledge into assisting other restaurateurs. He went into freelance consulting for restaurants in 2001. It was while working at the Lodi Garden Restaurant that he was offered a position of Executive Chef at The Park, New Delhi in March 2002 and was later promoted as Director Food Production. At this stunning contemporary design hotel, he took care of the complete food production operation. As a Corporate Chef with Litebite foods, Bakshish was involved with exciting new ethnic and international concepts such as: Casual Dining Restaurants: Asia7 (Pan Asian); Punjab Grill (Designer Indian Cuisine); Fresc Co (Italian and Mediterranean); Bakers Street (Bakery Café) and the newly launched “Zambar”. Bakshish has been conferred with a “chef of the Year” award by the Indian culinary Forum & PhD Chamber of Commerce. Dean has been given the title of “Molecular Magician” in the January 2008 edition of Spice Route. He was chosen for a Scholarship organized by “Southern United States Trade Association” at the chef John Folse Culinary Institute in Thibodaux (near New Orleans) in 2009. Bakshish was rated as the “Top 5 Chefs in the country” in the National edition of Business Standard in July 2009 and just recently has been rated as one of the “Top 10 chefs of the country”, in the may issue of Food and Night Life. Bakshish has a lot of interest in wild life especially reptiles and is very fond of studying them in their natural habitat. He loves styling food and photography, clay, margarine or salt dough sculptures, indulges in carpentry and sports as well. 54 | July-August 2014 | Hotels & Culinary ASIA
Hotel Social Customer Care 101: A Free Webinar by Lodging Interactive
Lodging Interactive is hosting a free social customer care webinar for hoteliers Lodging Interactive, a worldwide-recognized leader in social media marketing and online reputation management exclusively servicing the hospitality industry, is hosting a free webinar on social customer service titled “Social Customer Care - Is Your Hotel Listening?” on Tuesday, August 12, 2014 at 1 PM EDT. The hour-long webinar is an eye-opening introduction into the world of customer service on social media where 42% of consumers expect a response in an hour -- much faster than most hotels are equipped to handle. Hosted by Lodging Interactive Founder and President, DJ Vallauri and Director of CoMMingle Social Media, Rosella Virdo, the interactive webinar will cover: -The 4 tenants of providing social customer care. -How to use social customer service to pre-empt potentially negative reviews on TripAdvisor. -Observations on how major hotel brands are handling social customer care today. -How your hotel can increase the service levels it provides to in-house guests via social customer care. “Social customer service is changing, it is 24/7 and an essential part of a hotel’s online reputation” says Vallauri. “It is imperative for hoteliers to recognize how consumers are interacting with hotels and respond accordingly. This is the focus of our webinar discussion.” Receive valuable insight into what your guests expect from your property on social media. Learn more about the creative solutions, such as Lodging Interactive’s Social Voices service, available for 24/7/365 social customer care as well as how to best position your hotel to stay competitive. “Social media conversations will happen with or without you. You cannot control whether they happen, but you can control your involvement. Don’t ignore negative conversations that can spill over to TripAdvisor -- or leave positive ones unacknowledged,” says Virdo. Registration is required. Please register online to attend this complimentary social customer care webinar: https://attendee.gotowebinar.com/register/968792149607741441. To learn more about Lodging Interactive’s complete suite of products and services including Social Voices powered by CoMMingle, please visit: www.lodginginteractive.com. About Lodging Interactive Lodging Interactive, headquartered in Parsippany, NJ, is a full-service digital marketing and social media engagement agency exclusively servicing the hospitality industry for more than a decade. The company provides a portfolio of effective hotel Internet marketing services to hundreds of hotels, resorts, ownership properties, spas and restaurants. Clients include branded hotels from nearly every major brand as well as prestigious, landmark independent hotels. For more information please contact sales@lodginginteractive.com or 877-291-4411 ext. 701. The company’s website is located at www. lodginginteractive.com.